IT Service Manager - Singapore - SINGAPORE TELECOMMUNICATIONS LIMITED

SINGAPORE TELECOMMUNICATIONS LIMITED Singapore

2 days ago

Singapore Telecommunications Limited background

Description

Roles & Responsibilities

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.
Possess interpersonal and communication skills in a multicultural environment.
Good at planning and organization.
Independent and capable of decision making and problem solving.
Highly motivated and able to work independently under pressure.
Good communication and written skills in English.
Good in report writing and presentation skill.

Tell employers what skills you have

OSPF
MPLS
Service Management
Problem Solving
Service Level
Category Management
Networking
Ethernet
Customer Satisfaction
ITIL
WAN
Service Delivery
Lean Six Sigma

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