Shift Team Lead

12 hours ago

Singapore GMP Group Full time

**Responsibilities**:

- Overall responsible for the support to customers, execution of Standard Operating Procedures related to ITIL Processes such as Incident Management, Event Management and Request Fulfillment
- Manage Major Incidents including management of customer & internal communications, management of internal and external communication bridges with our top-tier customers and escalations up to leadership level.
- Coordinate and collaborate with internal teams to facilitate timely incident resolution and request fulfillment.
- Invoke and manage crisis and security management processes.
- Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
- Document all actions in accordance with standard company policies and procedures.
- Act as the senior on shift and ensure proper shift handovers.

**Requirements**:

- Diploma or Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent
- 3 years proven experience in managing all aspects of Major Incident.
- At least 4 years of experience in telecommunications within a large-scale business environment.
- At least 4 years of experience in a customer support role, preferably in a technical support or service desk environment.
- Experience with developing training programs and delivering training.
- ITIL V4 Foundation certificate and experience working with ServiceNow.
- Agile, Six Sigma or related certifications
- Having experience in the aviation sector is beneficial.

**Additional info**:

- Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
- 8am to 8pm (12hours, non-night shift)

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239

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