Job Description

Responsibilities:

\xc2\xb7 Overall responsible for the support to customers, execution of Standard Operating Procedures related to ITIL Processes such as Incident Management, Event Management and Request Fulfillment

\xc2\xb7 Manage Major Incidents including management of customer & internal communications, management of internal and external communication bridges with our top-tier customers and escalations up to leadership level.

\xc2\xb7 Coordinate and collaborate with internal teams to facilitate timely incident resolution and request fulfillment.

\xc2\xb7 Invoke and manage crisis and security management processes.

\xc2\xb7 Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.

\xc2\xb7 Document all actions in accordance with standard company policies and procedures.

\xc2\xb7 Act as the senior on shift and ensure proper shift handovers.

Requirements:

\xc2\xb7 Diploma or Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent

\xc2\xb7 3 years proven experience in managing all aspects of Major Incident.

\xc2\xb7 At least 4 years of experience in telecommunications within a large-scale business environment.

\xc2\xb7 At least 4 years of experience in a customer support role, preferably in a technical support or service desk environment.

\xc2\xb7 Experience with developing training programs and delivering training.

\xc2\xb7 ITIL V4 Foundation certificate and experience working with ServiceNow.

\xc2\xb7 Agile, Six Sigma or related certifications

\xc2\xb7 Having experience in the aviation sector is beneficial.

Additional info:

\xc2\xb7 Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.

\xc2\xb7 8am to 8pm (12hours, non-night shift)

To apply, please visit and search for Job Reference: 23981

To learn more about this opportunity, please contact Yingying at

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239

GMP