Manager Service Operations

2 weeks ago


Singapore SITA Full time

Overview:

PURPOSE

  • To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.
    KEY RESPONSIBILITIES
  • 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 coordinate 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 and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups
  • Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA 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
  • 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 SITA Service Operations centers and report on services provided to management.
  • Continuously identify and document lessons learnt known errors and operational knowledge for improved services

Qualifications:

EXPERIENCE:

  • Minimum 7 years of experience in the Open Systems Infrastructure / System support domain.
  • Must have dealt directly with Internal/external customers delivering to SLAs.
  • Minimum 5 years of experience in Server Management and Support
  • Minimum 5 years of experience in Virtualization
  • Strong work experience in Cloud & Virtualization concepts (IaaS / DaaS / PaaS / SaaS)

KNOWLEDGE & SKILLS:

  • Knowledge and understanding in one or several of the following domains:
  • Ability to analyze draw conclusions and create solutions to customer's complex problems
  • Knowledge and ability to solve complex issues in Servers and Virtualization
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Knowledge and ability to install configure and maintain operating systems including Windows / Linux / Unix.
  • Expertise in Citrix DaaS products and its sub products are highly desirable (Citrix Xen Desktop, XenAppServer, Netscaler)
  • Ability to troubleshoot end to end on complex Cloud end user issues
  • Thorough understanding of ITIL processes
  • Well versed in IT, 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
  • Ability to troubleshoot LAN topologies based on TCP/IP
  • Knowledge and handson experience managing/administering Public Cloud (AWS, Azure, Google Cloud)
  • Good understanding of Container orchestration (Docker, Kubernetes)
  • Knowledge on Message Queuing products would be an added advantage (IBM MQ/Rabbit MQ)
  • Exposure to any of the DB Administration (MS-SQL, MySQL, MongoDB, MariaDB, Cassandra)

PROFESSION COMPETENCIES:

  • IT Infrastructure, Applications Support
  • Info Gathering & Processing
  • Product/Solution Knowledge
  • Results Orientation
  • Service Infrastructure /Platforms
  • Service Management Process
  • Technical Communication

CORE COMPETENCIES:

  • Adhering to Principles & Values
  • Communication
  • Creating & Innovating
  • Customer Focus
  • Impact & Influence
  • Leading Execution
  • Teamwork

EDUCATION & QUALIFICATIONS:

  • D

  • Operation Manager

    2 weeks ago


    Singapore LUMINARY SERVICE PTE. LTD. Full time

    Develop operational strategies aligned with the organization's goals and objectives. This involves analyzing business requirements, identifying areas for improvement, and implementing initiatives to enhance operational efficiency and effectiveness. Identify inefficiencies in operational processes and workflows and implement solutions to streamline...


  • Singapore TOP ONE SERVICE PTE. LTD. Full time

    Coordinate with supervisor and client to ensure quality service delivery (compiling, analysing, development and review of operation plans to improve work procedures and quality service delivery)Ensure cleaning teams adhere to safety measures to during cleaning operationAssist in budget planning for cleaning operationsReview daily cleaning job reports for...


  • Singapore ZERO SPOT LAUNDRY SERVICE PTE LTD Full time

    Zero Spot Laundry Service Pte Ltd is a professional laundry service provider offering large-scale integrated laundry solutions to healthcare, hotels and serviced apartments in Singapore.Responsibilities: Assist in leading, managing and motivating a team of Leaders & Operators to achieve daily production targets in output, quality, delivery and cycle time....


  • Singapore A OPERATIONS PTE. LTD. Full time

    SUSHISAMBA Singapore, a renowned fusion restaurant blending Japanese, Brazilian, and Peruvian flavors, is seeking an experienced and dynamic Operations Admin Executive to join our pre-opening team.1, Job PurposeThe Operations Admin Executive shall provide operational support to the Restaurant General Manager and Executive Chef2. Principal Accountabilities...

  • Operations Director

    2 weeks ago


    Singapore OHMS MOBILE SERVICE PTE. LTD. Full time

    Responsibilities: Leading and managing the Systems and Services Operations Tier 2 technical support team responsible for the Mobile VAS services. Responsible for delivering and meeting the service performance KPI for Mobile VAS services to comply with regulatory QOS requirement and customers SLA. Support Tier 1 Integrated Network Operation Centre (7 x 24) on...


  • Singapore Avatar Techno Service Full time

    CompanyAvatar Techno ServiceDesignationOperations Admin OfficerDate Listed12 Jan 2023Job TypeEntry Level / Junior Executive Full/PermJob PeriodImmediate Start, PermanentProfessionBanking / FinanceIndustryComputer and ITLocation NameSingaporeAllowance / Remuneration$2,500 - 2,700 monthlyCompany ProfileAvatar Techno Services is a global IT Solutions and...


  • Singapore SMRT Corporation Ltd Full time

    Service Operations Manager (NSEWL)Job Purpose As Service Operations Manager (SOM), you are responsible for the operation and administration of all the train stations within a designated zone. The SOM shall lead and motivate the station staff within the zone to achieve excellent service standards. This includes managing incidents and emergencies, such as...


  • Singapore Hyundai Global Service Tech Full time

    COMPANY DESCRIPTIONWe aim to become the world's best engineering based comprehensive service company.Hyundai Global Service Tech Singapore branch is a member of Hyundai Heavy Industries Group and is a global service company that provides total services related to ships and power generation. The Singapore branch is in charge of ship repair services in East...


  • Singapore A OPERATIONS PTE. LTD. Full time

    SUSHISAMBA Singapore, a renowned fusion restaurant blending Japanese, Brazilian, and Peruvian flavors, is seeking an experienced and dynamic Assistant Restaurant Manager to join our pre-opening team.The Assistant Restaurant Manager is responsible for:Assisting the Restaurant Manager in all the Restaurant Operations Managing the daily operations of the...


  • Singapore ASCER PTE. LTD. Full time

    **Roles & ResponsibilitiesWe are seeking a self-motivated Operations Service Manager to join our HR manpower deployment team.This position offers the ability to grow, develop and maintain relationships with key clients and our deployed staffs.You will be responsible for acquiring and managing clients mainly in hotels and other service industries. Job will...


  • Singapore Public Service Division Full time

    What the role is The Leadership Development Cluster oversees the Leadership and Talent Development policies and approaches at the Public Service level, to achieve the following key outcomes:Effective and High-Performing Leaders & Leadership Teams who deliver with excellence today and innovate for tomorrowLeadership Corps with Greater Diversity in...

  • Admin and Operations

    2 weeks ago


    Singapore EML TRANSPORT SERVICE PTE. LTD. Full time

    Admin/customer service / operation, keen to learn, excel/words, fresh graduate welcome, salary negotiable


  • Singapore ABBVIE OPERATIONS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesPurposeSenior Quality Operations Specialist must assist site management to oversight the quality system execution on the manufacturing and production areas at all times. Incumbent is required to observe, document, discuss, monitor and trend, and report quality adverse events related to the manufacturing of the product. Incumbent is...


  • Singapore SMRT Corporation Ltd Full time

    Service Operations Manager, CCLJob PurposeThe Service Operations Manager manages and coordinates the overall operations of a cluster of train stations in a given zone. He/She supervises the station staff to ensure the daily operations of stations and train services. He/She is also responsible for meeting the performance standards, safety requirements,...


  • Singapore NCS National Council of Social Service Full time

    [What the role is]Service Strategy and Innovation Unit functions within the Service Planning and Funding Group (SPFG). It aims to achieve culture change within the sector, leading to more efficacious ways of working, better service user outcomes and impact by building the business strategy of SPFG, studying and piloting new/enhanced ways of service...

  • Service Technician

    2 weeks ago


    Singapore PUMPS SERVICE CENTRE PTE. LTD. Full time

    Job Title: Mechanical Field Service TechnicianRoles & Responsibilities:Inspecting, diagnosing, and carrying out major and minor repair work on motors, pumps, hydraulic equipment, compressors, valves, control panel, and related equipment.Performing routine and preventive maintenance on pumps, motors, engines, and compressors.Repairing wastewater lift...


  • Singapore RIGHT SERVICE PTE. LTD. Full time

    Job description: Job site located at Fishery Port Working shift from 10:30am to 18.30pm, 6 days a week, Oversee and monitor daily operation activity to ensure efficiency and continuous productivity Manage daily operation budget and expenses Manage daily manpower deployment schedule and duties assignment Represent management and assist supervisor to...


  • Singapore DYSON OPERATIONS PTE. LTD. Full time

    Roles & ResponsibilitiesAbout the CompanyDyson is a global technology company that focuses on innovating and creating solutions for challenges others overlook. We are fueled by continuous improvement and are rapidly expanding our presence across different regions and sectors.We are seeking a Treasury Front Office Manager to join our international Treasury...


  • Singapore DYSON OPERATIONS PTE. LTD. Full time

    Roles & ResponsibilitiesAbout usDyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We’re driven by progress and thrive on the challenge of relentless improvement. We’re growing fast and our ambition is huge – more categories, more locations...


  • Singapore MICROSOFT OPERATIONS PTE LTD Full time

    Roles & ResponsibilitiesOverviewCloud Operations + Innovation (CO+I) is the team behind one of the world's largest Cloud Infrastructures, responsible for powering all Microsoft online Products and Services as well as powering Microsoft's "Cloud First" mission. Our focus is on smart growth, high efficiency, and delivering a trusted experience to customers and...