IT Service Manager
SINGAPORE TELECOMMUNICATIONS LIMITED
Customer experience
Service Level
Service Improvement
Skills for Success:
- To build services relationships with clients.
- Single point of contact (SPOC) on Operations matters.
- Customer experience - Oversee day-to-day fault management for Critical / Escalated incident. 24x7 on escalation call.
- Take ownership in handling and managing fault outages.
- Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
- 6Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.
- Overseeing the entire planned maintenance cycle for customer's critical services.
- Develop customized processes and support to meet customer's special needs.
Service Level
- To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
- Conduct monthly network performance review that basically covers the following:
- Previous meeting minutes.
- Present monthly network availability report.
- Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
- Update or review any improvement plan.
- Recommend network enhancement initiatives.
- Conduct monthly network performance review that basically covers the following:
- Previous meeting minutes.
- Present monthly network availability report.
- Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
- Update or review any improvement plan.
- Recommend network enhancement initiatives.
Service Improvement
- Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.
Skills for Success:
- 2-3 Years - Telecommunications industry in the Operational and/or Service Delivery field.
- Knowledge in Network Protocol and Networking WAN technologies.
- (e.g.: Network Protocol: OSPF, BGP, etc).
- (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).
- ITIL v3 Foundations certification.
- CCNA and Lean Six Sigma is an added advantage.
- Experience in corporate telecommunications and networking are added advantage.
- Service management experience preferred.
JOB SUMMARY
IT Service Manager
SINGAPORE TELECOMMUNICATIONS LIMITED
Singapore
16 hours ago
N/A
Full-time
IT Service Manager