Technical Service Delivery Engineer

ENGGSOL PTE. LTD.; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

A technology consultancy firm in Singapore seeks a Subject Matter Expert to guide digital transformations, primarily involving Fortinet and Ruckus products. Responsibilities include consulting on integration, orienting customers to new infrastructure, and managing service performance. The ideal candidate will handle fault reports and ensure client needs are prioritized. Strong communication and analytical skills are essential, with a focus on continuous improvement.

Responsibilities

• Provide consultancy and respond to integration issues.
• Orientate customer to the deployed infrastructure during transition.
• Propose next phases of digital transformation.
• Collate monthly reports and perform service analysis.
• Plan project activities and service reviews.
• Act as main point of contact for customer inquiries.
• Ensure customer needs are prioritized.
• Manage fault reports and coordinate resolutions.
• Compile and analyze fault and change request reports.

Job description

Overview

ME (Subject matter expert) for the implemented digital transformation which consists of

• SDWAN (Fortinet)
• Cloud Firewall (Fortinet)
• Enterprise router and switch (Fortinet)
• Enterprise Wifi (Ruckus)

Responsibilities

Provide consultancy and respond to any integration issue that may arise. Work with internal project team and field engineers to provide resolutions.

During the transition period, provide consultancy and orientate customer to the deployed infrastructure, training may be needed to customer’s IT department.

Review current project progress and work together with customer solutions specialists to propose the next phase of digital transformation.

Partner with network operation center team to perform service management on the assigned project, which includes:

• Collate all monthly reports, perform service analysis, highlight precedence month service incidents, update on incidents tracking.
• Plan and scheduled project activities, plan for improvement if any, ongoing service review and improvement.
• Quarterly review on service performance, highlight on bottlenecks, security compliance review, propose any recommendation on performance enhancements if any.

Will serve as the main point of contact; if any further clarification is needed, the Network Operations Center team will raise a ticket.

Act as a customer advocate within company, ensuring their needs are represented and prioritized.

Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.

Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.

Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.

Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.

Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

Any other ad-hoc duties as assigned by superior from time to time.