IT Command Center Operator - Incident Response

DXC TECHNOLOGY SERVICES SINGAPORE PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

DXC Technology in Singapore North is seeking a Service Desk Analyst to manage calls and email requests from users, provide self-service ITSM portal support, and ensure logs are clear for incident resolution.

You will triage incidents, escalate to vendors, coordinate resolution, assist with reports and documentation, and participate in short-term projects to improve command centre processes. Shift work is required, including holidays and weekends.

Qualifications

• Diploma in Information Technology or Computer Studies or equivalent.
• Experience in an enterprise command centre is a plus.
• Knowledge of incident management.
• Knowledge and basic experience supporting Windows, Unix, networks and applications.
• Experience with call tracking or ticketing systems (ServiceNow preferred).
• Able to work independently or in a team; customer-oriented and professional.
• Willing to work 12-hour shifts including public holidays and weekends; Singaporean only.
• Work location: North of Singapore.

Responsibilities

• Man the service desk phone and respond to user emails.
• Assist users with the Self-Service ITSM Portal.
• Ensure incidents are logged clearly and completely.
• Triage incidents and route to vendors for resolution.
• Coordinate to ensure timely incident resolution.
• Act as first responder for system alerts and escalate.
• Perform system health checks and assist L2 team.
• Assist in report generation.
• Assist in documentation.
• Set up conference calls between project managers and vendors for major incidents resolution.
• Participate in adhoc projects such as system demos.
• Support operations manager to improve command centre processes.

Skills

Incident management

Call routing

Windows

Unix

Networks

Applications support

Teamwork

Education

Diploma in IT/Computer Studies

Tools

ServiceNow

Job description

DXC Technology in Singapore North is seeking a Service Desk Analyst to manage calls and email requests from users, provide self-service ITSM portal support, and ensure logs are clear for incident resolution.

You will triage incidents, escalate to vendors, coordinate resolution, assist with reports and documentation, and participate in short-term projects to improve command centre processes. Shift work is required, including holidays and weekends.