Global Support Operations Centre Analyst / Engineer

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(Preferred for Singapore based candidates)

Our client operates global support operations centres in 3 parts of the world Singapore, New York and London. These centres provide first line proactive monitoring and support to financial customers worldwide.

Ideal candidate must be strong customer advocate and be able to work seamlessly with counterparts in other parts of the world so that customer feels like they are receiving seamless support on a 24x7 basis

Role functions within Singapore working hours and requires staggerer hours work within 7.30 am - 6.30 pm timezone. Weekend support will also be rostered.

Accountabilities with Expected Results:

Provide first line support to external customers via various channels such as the telephone, email or Web
Opens incident tickets in Remedy system and manages all cases throughout the incident lifecycle
Ensures cases and customers are updated per defined intervals as defined
Performs first line diagnostics and some technical support to resolve cases in an expedited fashion
Work with telecommunications and service providers globally to maintain maximum availability and quick fault resolution
Monitor network performance across a variety of platforms and manage related internal and external event notifications
Liaise closely with engineering teams to ensure issues being addressed with efficiency and speed
Produce ad hoc reports for customers, colleagues – e.g. major outages, fault resolution statistics, etc.
Ability to identify areas for improvement and communicate clearly and professionally.

Desired Skills/Experience:

Commitment to excellence with a desire to work in a fast-paced team environment
Customer service professional with proven Service Desk experience
Experience in Financial Services trading floor environments and knowledge of trading voice equipment
Good understanding of telecommunications circuits such as E1s, OC3s, etc. Knowledge of Cisco Networking (CCNA certified a plus)
Strong technical acumen with ability to learn and be able to provide immediate solutions
Excellent written and verbal communication skills
Language skills an advantage
Ability to speak Mandarin is a strong advantage

Education: