Service Desk Shift Team Lead - Singapore - GMP TECHNOLOGIES (S) PTE LTD

GMP TECHNOLOGIES (S) PTE LTD Singapore

2 days ago

Description

Roles & Responsibilities

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)

To apply, please visit and search for Job Reference: 23981

To learn more about this opportunity, please contact Gia Grace at

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R

Tell employers what skills you have

Service Desk Management
Aviation
Customer Support
Agile
IT-Service desk
IT-Security
Incidents Of Ownership
Security Management
Service Desk
Telecommunications
Crisis Management
ITIL
ServiceNow
Six Sigma
Incident Management
Technical Support

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