IT Service Operations Specialists

CARECONE PTE. LTD.; Singapore; On-site; SGD 35,000 - 55,000; Full time

Job summary

A technology services company in Singapore is seeking a Service Operations specialist to ensure high standards in incident management. Responsibilities include problem detection, service request ownership, and preventive maintenance. The ideal candidate has a diploma in Computer Science and experience in the network/application support domain, particularly within the airline industry.

Qualifications

• Minimum 2 - 3 years experience in network/application/system support.
• Experience in the Airport/Airline industry.
• Knowledge of Cisco configuration and troubleshooting.

Responsibilities

• Proactively detect and resolve service-related problems.
• Adhere to installation guidelines and industry best practices.
• Perform on-call support and manage escalations.

Skills

Customer service

Problem-solving

Network protocols

Teamwork

Education

Diploma / Certificate in Computer Science

ITIL Foundation Certificate

Tools

Cisco switches

Microsoft/Linux/Unix

Job description

Overview

To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.

Responsibilities

• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
• Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations - Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
• Report and escalate to the next level those problems which cannot be fixed - Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
• Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems - Manage local suppliers in the provision of services for the Client Service Operations centres and report on services provided to management.
• Conducts the analysis, definition, documentation and testing of application & systems enhancements - To provide onsite support to Users during the cutover of the services - Continuously identify and document lessons learnt, known errors and operational knowledge for improved services
• When/where required, be contactable for escalations and support, on and on-call standby basis - When/where required, perform assigned tasks on 24 x 7 shifts basis.

Qualifications

• Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.
• Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist
• ITIL Foundation Certificate

Experience

• Minimum 2 - 3 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs. - Minimum 2 - 3 years experience in ACM domain, where applicable.
• Experience of working in the Airport / Airline industry.
• Knowledge and understanding in one or several of the following domains: Network protocols and services, System and Applications - Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction - Ability and motivation to work in a team and in rotating shifts
• Installation and configuration of end user applications and software.
• Ability to analyze, draw conclusions, and create solutions to customer's complex problems - Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones, Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level
• Ability to build relationships with peer and management levels both with clients and the company management
• Knowledge and ability to install configure and maintain operating system software including Microsoft/Linux/Unix.
• Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE.
• Carry out configuration tasks on Cisco LAN switches and routers (assign IP address, shut down interfaces, other interface level configuration)
• Product and Service knowledge in several of the following areas at intermediary and advanced levels: Airport Services, Desktop services, Network Services, Customer specific services and solutions (for dedicated support)
• Knowledge of ITIL, IT and network components and principles
• Demonstrated maturity in handling complex customer issues and demanding customers
• Ability to organize the activity of a team and to take ownership of issues until resolution