Job Description

Responsibilities:

• Perform problem management functions to support Singtel’s various telco products and services.
• Manage network escalations from Incident management teams.
• Perform root cause analysis by applying various problem-solving techniques.
• Find solutions to chronic network problems in Singtel’s infrastructure network and/or the customer’s WAN. Must be able to perform technical troubleshooting if necessary.
• Collaborate with Singtel’s Tier3 technical support and other relevant support teams to quickly address escalations or major incidents
• Manage different stakeholders, both internal and external as part of the problem management process.
• Perform audits and critical problem investigations as required by the organization.
• Incident trending and statistical validation to support problem analysis.
• Support activities and manage the problem management process as defined in ISO20K.
• Identify and drive service improvement initiatives across the organization using problem solving methodologies such as Lean Six Sigma or other similar discipline.
• Mentorship and supervision of problem engineers.

• Degree in Computer / Electronics Engineering, or any other relevant discipline.
• Must have CCNP or other relevant certifications.
• Minimum 5 years of technical support experience in a Telco or Enterprise environment preferably in a Tier2 or Tier3 technical support capacity.
• At least 3 years of Incident or Problem Management experience.
• Strong technical understanding of IP and data network with hands-on experience of Cisco or Juniper platforms.
• General knowledge of ITIL or ISO20K processes.
• General knowledge of problem-solving techniques such as Lean-Six Sigma or Kepner & Tregoe or their equivalents.
• Strong verbal and written communication skills. Must be able to present effectively to different stakeholders at various levels.
• Strong analytical and critical thinking
• Network routing protocols such as BGP, OSPF, etc.