Service Delivery Support Engineer - Singapore - ONEVIEW PTE. LTD.

ONEVIEW PTE. LTD.
ONEVIEW PTE. LTD.
Verified Company
Singapore

1 week ago

Wei Jie

Posted by:

Wei Jie

beBee Recruiter
Description

Providing a professional first & second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems.


  • Manage clients and liaise with relevant stakeholders and sales team to deliver the product to the client
  • Build customer experience with Chief Operating Officer (COO)

Responsibilities:


  • Review and comment on service delivery model, work closely with COO and relevant stakeholders for any required changes, recommendations, and improvements
  • Represent the company and its products in the best fit when meeting external clients and partners
  • Support in handling the ticketing system
  • Maintains the support process and checks that all requests for support are dealt with according to agreed procedures.
  • Uses service assurance software and tools to collect agreed performance statistics.
  • Ensure usage of knowledge articles in problem diagnosis and resolution.
  • Handle all clients' queries and requests in addition to their business proposals/contracts
  • Establish and maintain a detailed database on clients' profile and services
  • Delivery of the product to enterprise customers as well as servicing after delivery
  • Prioritises and diagnoses incidents according to agreed procedures.
  • Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate.
  • Manage customer support as the key point of contact for the customer support team
  • Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
  • Responsible for customers' tech training and workshops
  • Provide COO information relating to the status of customer orders on a regular basis and when required
  • Undertake such other tasks as and when required by the COO

Requirements:


  • Diploma or Bachelor's degree in information technology, computer science, or a related field (or equivalent experience) with at least 2 years of experience.
  • Proven experience in IT service delivery management or a similar role
  • Strong understanding of IT service management principles, frameworks (such as ITIL), and industry best practices.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with clients, internal teams, and senior management.
  • Solid understanding of IT operations, incident management, problem management, change management, release management processes, and providing remote support
  • Demonstrated experience in managing SLAs, vendor relationships, and thirdparty service providers.
More jobs from ONEVIEW PTE. LTD.
See all jobs of ONEVIEW PTE. LTD.