Engineer, Voice Operations (Networks)

Singtel Group; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading telecommunications provider in Singapore seeks an experienced professional for operational management. In this role, you will supervise a team, prepare management reports, lead investigations into service incidents, and support budgeting efforts. The ideal candidate will hold a degree in Information Technology or Electrical Engineering, with at least 2 years of relevant experience and familiarity with SIP trunking and VoIP systems. Join us to foster innovative solutions while enjoying comprehensive health and wellness benefits.

Benefits

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Qualifications

• Minimum 2 years of related working experience.
• Proficiency in data communication technologies.
• Ability to document and analyze complex issues.

Responsibilities

• Manage operations team ensuring adherence to service levels.
• Prepare management reports and analyze system performance.
• Lead root cause analysis on high-impact service incidents.
• Support budget formulation and track financial progress.
• Drive strategic process improvements and operational automation.

Skills

Team management

Operational oversight

Analytical skills

SIP trunking knowledge

VoIP systems knowledge

Education

Degree in Information Technology or Electrical Engineering

Tools

Operational management tools

Job description

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At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.
Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

Singtel Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtel’s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!

Make an Impact by:

1. Team Management & Operational Oversight

• Manage and supervise a team of operational staff performing daily routine work, service provisioning, order handling, and ad-hoc technical requests.
• Oversee the resolution of complex technical issues, fault escalations, and system anomalies to ensure service stability and compliance with SLAs.
• Provide coaching, mentoring, and performance evaluation to team members to enhance technical capability and operational efficiency.
• Develop and maintain Standard Operating Procedures (SOPs) and ensure operational tasks adhere to quality and safety standards.
• Plan resource allocation and duty rosters to support 24/7 operational requirements.
• Foster a collaborative and continuous improvement culture across the team

2. Management Reporting & Analytics

• Prepare comprehensive monthly management reports detailing system KPIs, trouble ticket statistics, and trend analysis.
• Identify performance bottlenecks, recurring issues, and operational risks; recommend corrective actions and long-term system improvements.
• Present analytical findings and improvement recommendations to senior management.
• Maintain data accuracy and consistency in reporting dashboards and operational systems

3. Investigation Reports & Root Cause Analysis

• Lead investigations into customer-affecting or high-impact service incidents, coordinating cross-functional teams where necessary.
• Document findings and corrective actions in formal investigation reports for management review.
• Ensure preventive measures are implemented to avoid recurrence and enhance service resilience

4. Annual Operating Plan (AOP) & Budgeting

• Support the Director in formulating the Annual Operating Plan (AOP) - translating long-term strategic goals into specific, actionable operational initiatives.
• Develop annual budgets for equipment repairs and maintenance (R&M), software upgrades, and hardware refresh cycles.
• Evaluate vendor proposals, assess ROI for new technologies, and prepare justifications for capital and operational expenditures.
• Track progress against AOP milestones and financial targets throughout the year

5. Strategic Operations & Process Improvement

• Collaborate with IT Provisioning teams to streamline provisioning workflows and improve system reliability.
• Work closely with Customer Care and Service Delivery teams to align and enhance field operations, driving efficiency, reducing service interruptions, and improving provisioning performance.
• Drive automation and AI-based initiatives to enhance operational productivity and reporting accuracy.
• Lead audits, compliance readiness reviews, and ensure documentation is updated for regulatory and security requirements.
• Represent the team in internal and external meetings, audits, and cross-departmental initiatives.

Skills for Success:

• Degree in Information Technology/ Electrical Engineering.
• 2 years of related working experience.
• Knowledge of SIP trunking, PRA, VoIP systems, datacom, and operational management tools.

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!