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  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
  • Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
  • When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
  • Carry out incident, change, and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
  • Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside according to the customer contracts SLAs and monitoring requirements
  • To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
  • Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems
  • Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
  • Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
  • Report and escalate to the next level those problems which cannot be fixed
  • Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
  • Perform Change Management Configurations Design and Implementation of the supported Product & Systems
  • Manage local suppliers in the provision of services for the our client's Service Operations centres and report on services provided to management.
  • Conducts the analysis definition documentation and testing of application & systems enhancements
  • Continuously identify and document lessons learnt known errors and operational knowledge for improved services
  • When/where required be contactable for escalations and support on and on-call standby basis
  • When/where required perform assigned tasks on 12 x 7 shifts basis.

 

EXPERIENCE, KNOWLEDGE & SKILLS

 

  • Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
  • Applicable vendor / technology entry level certification or equivalent work experience in particular: UNIX, Linux, or Oracle entry level
  • ITIL Foundation Certificate
  • Minimum 4 - 5 years’ experience in UNIX / LINUX environment. Must have dealt directly with external customers delivering to SLAs.
  • Minimum 2 - 3 years’ experience in supporting in-house developed application.
  • Knowledge and understanding in one or several of the following:
    • Deep knowledge and expertise in IBM AIX and Red Hat Linux
    • Experience in supporting IBM MQ environment
    • Experience in entry level Oracle database administration
  • Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
  • Ability and motivation to work in a team and in rotating shifts
  • Installation and configuration of end user applications and software.
  • Ability to analyse, draw conclusions and create solutions to customer's complex problems
  • Knowledge and ability to install configure and maintain UNIX / Linux operating system.
  • Knowledge of ITIL IT and network components and principles
  • Demonstrated maturity in handling complex customer issues and demanding customers
  • Ability to organize the activity of a team and to take ownership of issues until resolution

Referal Incentive

Applicable

 


General CV submission 


 

Country: Singapore
Employment Type: Full time
Salary: Open