Service Delivery Support Engineer

1 week ago

Singapore ONEVIEW PTE. LTD. Full time

Providing a professional first & second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems.
- Manage clients and liaise with relevant stakeholders and sales team to deliver the product to the client
- Build customer experience with Chief Operating Officer (COO)

**Responsibilities**:

- Review and comment on service delivery model, work closely with COO and relevant stakeholders for any required changes, recommendations, and improvements
- Represent the company and its products in the best fit when meeting external clients and partners
- Support in handling the ticketing system
- Maintains the support process and checks that all requests for support are dealt with according to agreed procedures.
- Uses service assurance software and tools to collect agreed performance statistics.
- Ensure usage of knowledge articles in problem diagnosis and resolution.
- Handle all clients’ queries and requests in addition to their business proposals/contracts
- Establish and maintain a detailed database on clients’ profile and services
- Delivery of the product to enterprise customers as well as servicing after delivery
- Prioritises and diagnoses incidents according to agreed procedures.
- Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate.
- Manage customer support as the key point of contact for the customer support team
- Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
- Responsible for customers’ tech training and workshops
- Provide COO information relating to the status of customer orders on a regular basis and when required
- Undertake such other tasks as and when required by the COO

**Requirements**:

- Diploma or Bachelor's degree in information technology, computer science, or a related field (or equivalent experience) with at least 2 years of experience.
- Proven experience in IT service delivery management or a similar role
- Strong understanding of IT service management principles, frameworks (such as ITIL), and industry best practices.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, internal teams, and senior management.
- Solid understanding of IT operations, incident management, problem management, change management, release management processes, and providing remote support
- Demonstrated experience in managing SLAs, vendor relationships, and third-party service providers.

  • Manager, IT Service Delivery, ETS

    5 days ago

    Singapore Delivery Hero Full time $80,000 - $120,000 per year

    Company Descriptionfoodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • IT Support Engineer

    3 days ago

    Singapore IT Support Full time

    We're looking for **Desk-site Support Engineer** in Singapore With the following requirements/skills: Basic network skill - W10 - Office 365 - Active directory - Language : English Soft skills: - Takes / shows initiative - Can work independent and is also a team player - Takes responsibility **Contract duration**= 12 months (Extendable) **Location**:Great...

  • Junior Frontend Engineer

    1 week ago

    Singapore Delivery Hero Full time $60,000 - $120,000 per year

    Company Description foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Junior Frontend Engineer

    5 days ago

    Singapore Delivery Hero Full time $60,000 - $120,000 per year

    Company Descriptionfoodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Service Delivery Engineer

    2 weeks ago

    Singapore Kacific Full time

    **About Kacific** Kacific is a next-generation broadband satellite operator. We are committed to providing universal, fast, high-quality broadband access at an affordable cost using robust technologies and an agile business model. Founded in 2013 by a core team of senior satellite professionals, Kacific is backed by a group of investors with experience in...

  • Fullstack Software Engineer

    1 week ago

    Singapore Delivery Hero Full time $120,000 - $150,000 per year

    Company Description foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Market Data Services

    1 week ago

    Singapore West Highland Support Services (WHSS) Full time

    While learning specific products and data challenges, you'll gain exposure to software development, testing, deployment, maintenance, and process improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to continue to develop professionally — in multiple career pathways. The individual must...

  • Junior Backend Engineer

    1 week ago

    Singapore Delivery Hero Full time $80,000 - $120,000 per year

    Company Description foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Junior Backend Engineer

    5 days ago

    Singapore Delivery Hero Full time $60,000 - $120,000 per year

    Company Descriptionfoodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Fullstack Software Engineer

    5 days ago

    Singapore Delivery Hero Full time $90,000 - $120,000 per year

    Company Descriptionfoodpanda (small 'f') is the world's favourite way to order food online from the comfort of your home or office. Whether it's getting your hands on your favourite pasta, kebab or pizza, we believe that no one should have to suffer from hunger attacks ever again.Our parent company, Delivery Hero, is a global leader in the food delivery...