IT Supporter (Senior)

SATAIR; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading aviation product company in Singapore is looking for an experienced IT Supporter to manage technical and digital products. Responsibilities include overseeing the product lifecycle, supporting continuous improvement initiatives, and collaborating with teams in Singapore and Europe. The ideal candidate should have a Bachelor's degree in Information Technology, at least 5 years of IT support experience, and strong communication skills.

Qualifications

• Minimum of 5 years' experience in IT Operations or Front Office/IT Support role.
• Experience in continuous improvement and transformation.
• Experienced with waterfall, agile, and other project management methodologies.

Responsibilities

• Support the management of the IM Product/Application lifecycle.
• Liaise with business functions in Singapore and Europe to ensure support of Products/Applications.
• Ensure high-quality service levels within defined SLAs.

Skills

IT Operations

Stakeholder management

Collaboration and coordination

Strong communication

Project management methodologies

Education

Bachelor’s Degree in Information Technology or equivalent

Tools

ITIL Foundation (v3 or v4)

Job description

Job Objectives

The IT Supporter (Senior) in Satair Singapore is responsible for supporting the management of technical and digital products for SATAIR Singapore operations functions and resolve incidents hands on e.g. Warehouse, Supply chain, Customer orders, Aircraft On the Ground (AOG) Customer Orders, Tools & Repair Services, Transportation, & Quality and more with a primary focus on Warehouse Systems e.g. Automated Storage, Vertical Storage Management, Transport Management Systems, Handheld scanners and others.

S/he supports the End to End Product/Application lifecycle, from conception, design, industrialization, operation to retirement including coordination of dependencies. S/he is coordinating the Multi Functional Teams (MFT) formation in order to support the Information Management (IM) Product/Application lifecycle.

Job Responsibilities

Product Development, Maintenance & Service

• Supports the management of the IM Product/Application lifecycle, coordinating the MFT team to develop, deploy, and operate products while meeting operational SLAs.
• Liaises with business functions in Singapore and Europe to contribute to the design, development, deployment, and support of Products/Applications, consistent with the European-based portfolio

Hands on troubleshooting to resolve technical issues of local IT Warehouse systems

• Support continuous improvement initiatives, challenging the status quo for practical improvement and simplification focused on value creation, including incident resolution and escalation management.
• Ensures high-quality service levels within defined SLAs, proactively monitored with performance reporting to management.
• Monitors Product Service Line (PSL) performance, presenting key indicators on availability and performance targets agreed with Business.
• Liaises with business functions in Europe and Singapore to contribute to design/development and prepare deployment/support of Products/ Applications
• Infuses new ways of working and digital culture amongst her/his peers in IM

Secondary Responsibilities

Continuous Improvement and Performance Monitoring

• Support continuous improvement initiatives, challenging the status quo for practical improvement and simplification focused on value creation, including incident resolution and escalation management.
• Ensures high-quality service levels within defined SLAs, proactively monitored with performance reporting to management.
• Monitors Product Service Line (PSL) performance, presenting key indicators on availability and performance targets agreed with Business.
• Liaises with business functions in Europe and Singapore to contribute to design/development and prepare deployment/support of Products/ Applications
• Infuses new ways of working and digital culture amongst her/his peers in IM
• Educates, influences and supports products’ stakeholders to deploy products through agile and waterfall methodologies when appropriate

Job Requirements

• Bachelor’s Degree in Information Technology or equivalent
• At least 5 years of experience in IT Operations or Front Office/IT Support role
• Experience in continuous improvement and transformation
• Experienced with waterfall, agile and other project management methodologies preferred
• ITIL Foundation (v3 or v4) certified
• Strong communication (oral and written), interpersonal and facilitation skills
• Strong stakeholder management skills
• Strong collaboration and coordination skills
• Good knowledge in logistic processes including warehousing
• Good knowledge of call center/contact center solutions
• Projects and Services Management skills