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 www.gmprecruit.com and search for Job Reference: 23981
To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239