Associate Engineer

3 weeks ago


Singapore Enggsol Pte. Ltd. Full time
  • Perform 24x7 operations and surveillance support in the IOC environment.
  • Ensure and maintain health of the network and services through proactive monitoring and taking necessary corrective actions when abnormally is detected.
  • Perform technical troubleshooting in accordance to troubleshooting procedures, and ensure all events are managed and followed up in accordance with the Service Operations Framework and respective SOPs.
  • Be customer-oriented and support all incoming events with timely response/updates of incident status to customers/internal stakeholders for all incidents.
  • Responsible to create and track trouble tickets to closure and ensuring that updates are captured accurately and complete with the relevant details.
  • Elevating incidents for next level technical support or field dispatch, when a case is not resolved within predetermined timeframe, and according to established processes and procedures.
  • Perform Escalation & Notification during Major Incidents and provide internal incident notification and hourly update to customer if the incident severity or service level has breached or is at risk of breaching.
  • To push for service recovery within service SLA for all incidents.
  • Prepare draft incident report after every incident and After-Action Review (AAR) report after every major incident
  • Notify customer on planned maintenance activities and keep customer posted on the maintenance status during actual maintenance day.
  • Be always contactable and perform Standby Duties on rostered days
  • Perform Daily, Weekly, Monthly Reports.
  • Any other ad-hoc duties as assigned by superior from time to time.
Requirements
  • Diploma in Engineering or equivalent.
  • Candidates with technical support experience in a NOC/SOC environment would have an advantage.
  • An individual who is a great team player, with service mindset and delivers good customer experience.
  • Good communications skill with pleasant personality
  • Shift work is required for this position.
  • Candidate must be prepared to perform standby duties.

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