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Network Operations Specialist

2 months ago

Singapore SPTEL PTE. LTD. Full time
Job Brief:

At SPTEL PTE. LTD., we take pride in delivering a secure and reliable network experience to our customers. Our Integrated Operations Centre is the heartbeat of our network monitoring and security operations, proactively engaging customers and mitigating network issues. We're seeking a skilled professional to join our team as a Network Operations Specialist, responsible for handling customer services and resolving technical issues with a customer-first approach.

Key Responsibilities:
  • Perform 24x7 operations and surveillance support in the IOC environment, ensuring the health of the SPTEL network and services through proactive monitoring and corrective actions.
  • Perform technical troubleshooting in accordance with established procedures, managing events and following up on incidents in accordance with the Service Operations Framework and SOPs.
  • Be customer-oriented, supporting all incoming events with timely responses and updates on incident status to customers and internal stakeholders.
  • Responsible for creating and tracking trouble tickets to closure, ensuring accurate and complete updates with relevant details.
  • Elevate incidents for next-level technical support or field dispatch when necessary, and perform escalation and notification during major incidents.
  • Prepare draft incident reports after every incident and After-Action Review (AAR) reports after major incidents.
  • Notify customers on planned maintenance activities and keep them informed on maintenance status during actual maintenance days.
  • Be contactable and perform standby duties on rostered days, and perform daily, weekly, and monthly reports.
Requirements:
  • Diploma in Engineering or equivalent.
  • Fresh graduates are welcome to apply.
  • Candidates with technical support experience in a NOC/SOC environment have an advantage.
  • A great team player with a service mindset and good customer experience skills.
  • Good communication skills with a pleasant personality.
  • Shift work is required for this position, and candidates must be prepared to perform standby duties.