IT Service Manager
1 month ago
At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.
Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.
Make an Impact by:
Customer Experience
To build service relationships with clients. Single point of contract (SPOC) on operations matters. Oversee day-to-day fault management for critical/esclated incidents (24x7 on escalation call). Take ownership in handling and managing fault outages. Provide regular updates and ensure timely fault resolution for critical/escalated incident. Investigate outages and prepare RFO with recommendation on corrective and improvement action plans. Overseeing the entire planned maintenance cycle for customer's critical services. Develop customized processes and support to meet customers' special needs.Service Level
To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved. Conduct monthly network performance review that basically covers the following: Previous meeting minutes. Present monthly network availability report. Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc. Update or review any improvement plan. Recommend network enhancement initiatives.Service Improvement
Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.Skills for Success:
Diploma / Degree in Computer Science / Engineering or equivalent. 2-3 years in the Telecommunications industry in the Operational and/or Service Delivery field. Knowledge in Network Protocol and Networking WAN technologies (e.g.: Network Protocol: OSPF, BGP, etc). (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc). ITIL v3 Foundations certification. CCNA and Lean Six Sigma is an added advantage. Experience in corporate teleommunications and networking are added advantage. Service management experience preferred. Experience in customer service environment. Have a passion for customer service and possess excellent customer handling skills. Possess commercial and business awareness.We have other current jobs related to this field that you can find below
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