ICT Command Centre Operator

Responsibilities

• Answer service desk phone calls and respond to user emails.
• Assist users with the Self-Service ITSM Portal.
• Ensure calls logged are clear and comprehensive.
• Perform triage and route incidents appropriately, escalating to the relevant vendors for resolution.
• Coordinate actively to ensure incidents are promptly resolved.
• Act as the first responder for system alerts to verify, assess impact, and escalate to the appropriate vendors.
• Perform system health checks and support the L2 team with resolution.
• Assist with report generation.
• Assist with documentation.
• Support setup of conference calls between system project managers and vendors for major incident resolution.
• May participate in ad hoc, short-term projects (e.g., conducting system demos).
• Support the operations manager in continuous efforts to improve command centre processes.

Requirements

• Minimum diploma holder in Information Technology or Computer Studies, or equivalent.
• Experience in an enterprise command centre is a plus.
• Knowledge in incident management.

Additional Skills and Attributes

• Basic working knowledge of supporting Windows, Unix, networks, and applications.
• Experience with call tracking/ticket management systems (ServiceNow preferred).
• Able to work independently and/or in a team environment.
• Customer-oriented with professional interaction skills with colleagues, vendors, and clients.
• Maintain calm composure when handling challenging situations and frustrated clients.
• Willing to work shifts, including 12-hour shifts, public holidays, and weekends.
• Only Singaporeans.
• Work location: North of Singapore.