Job Responsibilities:

• Implement SOP for incident and request management, providing high-quality support to customers through efficient case triaging, and monitoring and resolving issues to maintain optimal product and service performance
• Oversee major incidents, handling customer and internal communications, coordinating communication bridges with top-tier customers, and managing escalations up to leadership levels
• 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.
• Collaborate with vendors and service providers, to address incidents and overseeing changes, ensuring effective communication, prompt resolution and minimal downtime.

Job Requirements:

• Minimum 4 years of demonstrated expertise in telecommunications within a large-scale business environment.
• Minimum of 4 years proven experience in a customer support role, preferably in a technical support or service desk environment.
• Minimum of 3 years proven experience in managing all aspects of Major Incident.
• Commitment to continuous learning and staying updated with industry trends and best practices.
• Experience with developing training programs and delivering training.
• Fluent in English – excellent verbal and written communication skills.
• Good to have experience in the aviation sector.
• Preferably with TIL V4 Foundation certificate and experience working with ServiceNow. And, Agile, Six Sigma or related certification

Additional Info:

• 8am to 8pm (12 hours day shift, including weekend)
• Hybrid work arrangement (any 3 days WFO, 2 days WFH)
• For the first 6-7 months (Training Period), working hours would be Mondays – Fridays, 9am-6pm/10am-7pm

To apply, please visit www.gmprecruit.com and search for Job Reference: 23979

To learn more about this opportunity, please contact Yi Fang at yifang.law@gmprecruit.com

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd   |   EA License: 11C3793   |   EA Personnel: Law Yi Fang   |   Registration No: R1113115