IT Service Manager

Singtel Group; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading telecommunications provider in Singapore seeks an experienced Operations Manager to build client service relationships and manage fault incidents. Responsibilities include overseeing fault management, conducting network performance reviews, and improving service delivery. Candidates should have 2+ years in telecommunications and knowledge of network protocols like MPLS and VPN. Join us to enhance customer satisfaction while ensuring service level agreements are met.

Qualifications

• 2-3 years of experience in the telecommunications industry in the Operational and/or Service Delivery field.
• Familiarity with WAN technologies like Leased Line, MPLS, VPN, and others.
• Experience with troubleshooting and incident management in a technical environment.

Responsibilities

• Build service relationships with clients and act as SPOC for Operations.
• Oversee day-to-day fault management for escalated incidents.
• Conduct monthly network performance reviews and present reports.

Skills

Operational and Service Delivery experience

Knowledge in Network Protocol

Telecommunications industry experience

CCNA certification

Lean Six Sigma knowledge

Experience in corporate telecommunications

Job description

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

• To build services relationships with clients.
• Single point of contact (SPOC) on Operations matters.
• Customer experience - Oversee day-to-day fault management for Critical / Escalated incident. 24x7 on escalation call.
• Take ownership in handling and managing fault outages.
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
• 6 Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.
• Overseeing the entire planned maintenance cycle for customer’s critical services.
• Develop customized processes and support to meet customer’s special needs.
• To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
• Conduct monthly network performance review that basically covers the following:
• Present monthly network availability report.
• Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
• Update or review any improvement plan.
• Conduct monthly network performance review that basically covers the following:
• Present monthly network availability report.
• Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
• Update or review any improvement plan.

Service Improvement

• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.

Skills for Success

• 2-3 Years - Telecommunications industry in the Operational and/or Service Delivery field.
• Knowledge in Network Protocol and Networking WAN technologies.
• (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).
• CCNA and Lean Six Sigma is an added advantage.
• Experience in corporate telecommunications and networking are added advantage.