IT Service Operations Associate - 24/7 Incident Response

UPPER SPRING CONSULTING PTE. LTD.; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

Upper Spring Consulting PTE. LTD. in Singapore seeks an Associate Specialist, Customer Service to handle incident management and service operations. You will be the first line of defence for operational issues, coordinating with engineering teams, vendors, and customers to ensure timely resolution and minimal downtime.

The role emphasizes troubleshooting, documentation, and effective communication in a 24/7 environment, with a focus on service continuity and SLA adherence.

Qualifications

• 2–3 years of experience in technical support, service operations, or related roles.
• Exposure to a technology-driven or service delivery environment.
• Familiarity with ITIL processes and incident management.

Responsibilities

• Assist and support service requests, issue tracking and documentation.
• Assist in customer communication and updates.
• Maintain service documentation and records.
• Coordinate internal teams to fulfill customer requests.
• Participate in on‑call shifts and respond to incidents promptly.
• Support preventive maintenance and routine checks as per contract.

Skills

Incident management

Troubleshooting

Documentation

On-call support

Customer service

Collaboration

Education

Diploma or Degree in Engineering, IT, Network Engineering, or related field

Tools

ITIL (Incident, Problem, Change Management)

Job description

Upper Spring Consulting PTE. LTD. in Singapore seeks an Associate Specialist, Customer Service to handle incident management and service operations. You will be the first line of defence for operational issues, coordinating with engineering teams, vendors, and customers to ensure timely resolution and minimal downtime.

The role emphasizes troubleshooting, documentation, and effective communication in a 24/7 environment, with a focus on service continuity and SLA adherence.