IT Service Manager: 24/7 Fault Resolution & Client Experience Lead

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

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.