Job Description

Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Join us and experience what it's like to be with an Employer of Choice*. Together, let's create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

Key Responsibilities:

Customer experience

• To build services relationships with clients.
• Single point of contact (SPOC) on Operations matters.
• 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.
• Investigate 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.

Service Improvement

• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.

The ideal candidate should have/be:

• Degree in Computer Science / Engineering or equivalent with 2-3 years of experience in telecommunications industry in the Operational and/or Service Delivery field. Service management experience preferred.
• Knowledge in Network Protocol and Networking WAN technologies e.g Network Protocol (OSPF, BGP, etc) and WAN technologies (Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).
• ITIL v3 Foundation certification. CCNA and Lean Six Sigma is an added advantage.
• Experience in customer service environment and possess excellent customer handling skills. Passionate about customer service.
• Effective interpersonal and communication skills in a multicultural environment. Good communication and written skills in English or Bilingual preferred.
• Good in report writing and presentation skill.
• Good planning and organization skills.
• Commercial and business awareness.
• Independent and capable of decision making and problem solving under pressure.

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.