Ict Command Centre Operator

2 days ago

Singapore DXC Technology Full time

**You will be part of a team who is responsible to run an IT Command Centre offering round-the -clock service desk and system monitoring services to the users of the ICT Systems. The IT Command Centre offers a Self-Service ITSM Portal for users to log requests to the various vendors supporting the ICT Systems for assistance. The IT Command Centre is also equipped with monitoring, reporting and analytical dashboards and smart operations maps projected onto a video wall depicting an overview of the health status of the ICT Systems.**

**_Responsibilities: _**
- Provide assistance to users in the usage of the Self-Service ITSM Portal
- Responsible to ensure that the calls logged are clear and comprehensive
- Perform triage and appropriate routing of incidents by escalating to the appropriate vendors for resolution
- Takes on an active coordination role to ensure that all incidents are promptly resolved
- Perform system health checks and support L2 Team with the resolution
- Assist in report generation
- Assist in documentation
- Assist in setting up of conference calls between systems project managers and vendors for major incidents resolution
- May participate in adhoc, short-term projects eg. conduct system demo
- Support the operations manager in the continual efforts to improve the command centre processes


**_ Education and Experience Required: _**
- Minimum Diploma holder in Information Technology or Computer Studies or equivalent or two (2) years of experience in an enterprise command centre
- Knowledge in incident management
- Has knowledge & basic working experience with supporting Windows, Unix, Network, Applications etc.
- Experience with call tracking / ticket management system (ServiceNow preferred)
- Must be able to work independently and/or in a team environment
- Customer-oriented and able to interact professionally with a diverse group of colleagues, vendors and clients
- Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
- Willing to work shifts - 12-hr shift including Public Holidays and Weekends.
- Fully Vaccinated
- Work Location - North of Singapore

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