IT Service Manager - Singapore - SINGAPORE TELECOMMUNICATIONS LIMITED

SINGAPORE TELECOMMUNICATIONS LIMITED Singapore

4 weeks ago

Singapore Telecommunications Limited background

Description

Roles & Responsibilities

At Singtel, our goal is to Empower Every Generation. We are focused on creating an inclusive work environment where our team members feel a strong sense of Belonging, can make a meaningful Impact, and Grow both personally and professionally. Joining Singtel means becoming part of a caring, diverse workforce that strives to create a positive impact and secure a sustainable future for all.

In the Singtel Group, we value our employees as our greatest assets and are dedicated to fostering a culture that supports your professional development. Through exploring new job opportunities within the organization, you can broaden your skill set, gain exposure to different business areas, and build a varied and rewarding career.

Customer experience

To establish service relationships with clients.
Act as the Single point of contact (SPOC) for Operations matters.
Oversee day-to-day fault management for Critical / Escalated incidents. Be available 24x7 for escalation calls.
Take ownership of handling and managing fault outages.
Provide regular updates and ensure timely fault resolution for Critical or Escalated incidents.
Investigate outages and prepare Root Cause Analysis (RFO) with recommendations for corrective and improvement action plans.
Supervise the entire planned maintenance cycle for customer's critical services.
Develop customized processes and support to meet customer's specific requirements.

Service Level

Manage the performance of services for clients as per the contract and ensure achievement of Service Levels.
Conduct monthly network performance reviews including:

Review previous meeting minutes.
Present monthly network availability report.
Develop improvement plans for prolonged outages, inconclusive findings, repeated faults, chronic problems, etc.
Update or review existing improvement plans.
Recommend network enhancement initiatives.

Service Improvement

Continually seek new ways to enhance the technical and customer relationship aspects of services to elevate customer satisfaction.

Skills for Success:

Diploma / Degree in Computer Science / Engineering or equivalent.
2 – 3 years of experience in Operational and/or Service Delivery fields.
Proficiency in Network Protocol and Networking WAN technologies.
ITIL v3 / CCNA / Lean Six Sigma certification is a plus.
Background in a customer service environment.

Tell employers what skills you have

Customer Relationship, IT Service Management, Microsoft Excel, Customer Experience, CCNA, Service Management, Service Level, Protocol, Networking, Customer Satisfaction, ITIL, Customer Service, WAN, Service Delivery, Lean Six Sigma

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