IT Service Manager

SINGAPORE TELECOMMUNICATIONS LIMITED; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A major telecommunications firm in Singapore is seeking a skilled professional to oversee customer experience management and fault resolution. The ideal candidate will have 2-3 years of telecommunications experience, strong knowledge of network protocols, and relevant certifications like ITIL v3 and CCNA. Responsibilities include managing service performance, conducting network reviews, and developing improvement plans to enhance customer satisfaction.

Qualifications

• 2-3 years experience in telecommunications operational/service delivery.
• Knowledge in OSPF, BGP protocols, and WAN technologies such as Leased Line and MPLS.
• Experience in corporate telecommunications and networking is an advantage.

Responsibilities

• Build services relationships with clients.
• Oversee day-to-day fault management for critical incidents.
• Manage performance of services and ensure service levels are achieved.
• Conduct monthly network performance reviews.
• Develop improvement plans for prolonged outages.

Skills

Telecommunications industry experience

Network Protocol knowledge

Networking WAN technologies

ITIL v3 Foundations certification

CCNA

Lean Six Sigma

Service management experience

Job description

Customer experience

• 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.
• 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.

Service Level

• 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:
• Previous meeting minutes.
• 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.
• Recommend network enhancement initiatives.

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.

1. (e.g.: Network Protocol: OSPF, BGP, etc).
2. (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).

• ITIL v3 Foundations certification.
• CCNA and Lean Six Sigma is an added advantage.
• Experience in corporate telecommunications and networking are added advantage.
• Service management experience preferred.