Enterprise Service Desk (Major incident | ITIL)

Responsibilities:

• 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.
• 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.
• Coordinate and collaborate with internal teams to facilitate timely incident resolution and request fulfillment.
• Invoke and manage crisis and security management processes.
• Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
• Document all actions in accordance with standard company policies and procedures.
• Act as the senior on shift and ensure proper shift handovers.

Requirements:

• Diploma or Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• 3 years proven experience in managing all aspects of Major Incident.
• At least 4 years of experience in telecommunications within a large-scale business environment.
• At least 4 years of experience in a customer support role, preferably in a technical support or service desk environment.
• Experience with developing training programs and delivering training.
• ITIL V4 Foundation certificate and experience working with ServiceNow.
• Agile, Six Sigma or related certifications.
• Having experience in the aviation sector is beneficial.

Additional Info:

• Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
• 8am to 8pm (12 hours, non-night shift).

To apply, please visit www.gmprecruit.com and search for Job Reference: 23981.

To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com.

We regret that only shortlisted candidates will be notified.

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