ICT Command Centre Operator: Incident Response

DXC Technology; Singapore; On-site; SGD 2,600 - 3,600; Full time

Job summary

DXC Technology in Singapore is seeking a capable Service Desk Analyst to manage calls and emails from users, triage incidents, and coordinate with vendors for prompt resolution. The role emphasizes uptime, accuracy, and clear communication across teams.

The position requires a Diploma in IT, familiarity with incident management, and the ability to work 12-hour shifts including Public Holidays and Weekends at the North Singapore location. Experience with ServiceNow is a plus.

Qualifications

• Minimum Diploma holder in Information Technology or Computer Studies or equivalent.
• Experience in an enterprise command centre is a plus.
• Knowledge in incident management.
• Has 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 environment.
• Customer-oriented and able to interact professionally with a diverse group of colleagues, vendors and clients.
• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients.
• Willing to work shifts - 12-hr shift including Public Holidays and Weekends.
• Only Singaporeans
• Work Location - North of Singapore.

Responsibilities

• Responsible to man the service desk phone calls and respond to emails from users
• Provide assistance to users in the usage of the Self-Service ITSM Portal
• Responsible to ensure that the calls logged are clear and comprehensive
• Perform triage and appropriate routing of incidents by escalating to the appropriate vendors for resolution
• Takes on an active coordination role to ensure that all incidents are promptly resolved
• Act as first responder for system alerts to verify, assess impact and elevate to the appropriate vendors for resolution
• Perform system health checks and support L2 Team with the resolution
• Assist in report generation
• Assist in documentation
• Assist in setting up of conference calls between systems project managers and vendors for major incidents resolution
• May participate in adhoc, short-term projects eg. conduct system demo
• Support the operations manager in the continual efforts to improve the command centre processes

Skills

Incident management

Customer service

Telephone/Email support

Teamwork

Education

Diploma in Information Technology or Computer Studies

Tools

ServiceNow

Windows

Unix

Networking

Job description

DXC Technology in Singapore is seeking a capable Service Desk Analyst to manage calls and emails from users, triage incidents, and coordinate with vendors for prompt resolution. The role emphasizes uptime, accuracy, and clear communication across teams.

The position requires a Diploma in IT, familiarity with incident management, and the ability to work 12-hour shifts including Public Holidays and Weekends at the North Singapore location. Experience with ServiceNow is a plus.