ICT Command Centre Operator

DXC Technology Inc.; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

DXC Technology Inc. is seeking a capable Service Desk Specialist to manage phone and email requests, support the Self-Service ITSM Portal, and triage incidents. You will coordinate with vendors and the L2 team, perform health checks, and assist in reporting and documentation.

The role requires strong incident management skills and the ability to work in a fast-paced, on-site environment in Singapore. The ideal candidate will have a Diploma in IT, experience in an enterprise command centre, and

Qualifications

• Diploma in IT or equivalent is required.
• Experience in an enterprise command centre is a plus.
• Knowledge in incident management is essential.
• Working knowledge of Windows, Unix, networks and applications.
• Experience with ServiceNow or similar ticketing systems.
• Ability to work independently or in a team.
• Willing to work 12-hour shifts, including public holidays and weekends.

Responsibilities

• Answer service desk phone calls and handle user emails.
• Assist users with Self-Service ITSM Portal usage.
• Log and triage incidents; route to vendors for resolution.
• Act as first responder to system alerts and assess impact.
• Coordinate with L2 team and vendors for resolution.
• Perform system health checks and assist in reporting.
• Set up conference calls for major incident resolutions.
• Assist in documentation and ad-hoc projects.
• Support continuous improvement of command centre processes.

Skills

Incident management

Customer service

Team coordination

Calm under pressure

Independent / collaborative

Education

Diploma in Information Technology or Computer Studies

Tools

ServiceNow

Windows support

Unix support

Networking basics

Documentation tools

Job description

Job Description:Responsibilities:Responsible to man the service desk phone calls and respond to emails from usersProvide assistance to users in the usage of the Self-Service ITSM PortalResponsible to ensure that the calls logged are clear and comprehensivePerform triage and appropriate routing of incidents by escalating to the appropriate vendors for resolutionTakes on an active coordination role to ensure that all incidents are promptly resolvedAct as first responder for system alerts to verify, assess impact and escalate to the appropriate vendors for resolutionPerform system health checks and support L2 Team with the resolutionAssist in report generationAssist in documentationAssist in setting up of conference calls between systems project managers and vendors for major incidents resolutionMay participate in adhoc, short-term projects eg. conduct system demoSupport the operations manager in the continual efforts to improve the command centre processesRequirements:Minimum Diploma holder in Information Technology or Computer Studies or equivalentExperience in an enterprise command centre is a plus.Knowledge in incident managementHas knowledge & basic working experience with supporting Windows, Unix, Network, Applications etc.Experience with call tracking / ticket management system (ServiceNow preferred)Must be able to work independently and/or in a team environmentCustomer-oriented and able to interact professionally with a diverse group of colleagues, vendors and clientsCapable of maintaining a calm cool composure even when navigating challenging situations and frustrated clientsWilling to work shifts – 12-hr shift including Public Holidays and Weekends.Only SingaporeansWork Location – North of SingaporeAt DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.