Job Description

Singapore, Singapore

Company: Singtel Group

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

Make an Impact by:

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.

Skills for Success:

• Diploma / Degree in Computer Science / Engineering or equivalent.
• 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.
• Experience in customer service environment.
• Have a passion for customer service and possess excellent customer handling skills.
• Possess commercial and business awareness.
• Possess interpersonal and communication skills in a multicultural environment.
• Good at planning and organization.
• Independent and capable of decision making and problem solving.
• Highly motivated and able to work independently under pressure.
• Good communication and written skills.
• Good in report writing and presentation skill.

Rewards that Go Beyond

• Hybrid work arrangements
• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Your Career Growth Starts Here. Apply Now!

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

Singtel