Call Centre Manager/ IT Support Manager
The successful incumbent will be handling application support for our clients as well as overseeing a team of 1-2 support analysts.
Responsibilities:
- Provide Level 1 and Level 2 ticketing support via email and phone.
- Managed external clients support on application related issues within the Service Level Agreement.
- Log all support issues in the company issue tracking system.
- Perform ongoing configuration of support issues
- Ensure all ticketing issues are supported and managed.
- Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when required.
- Good leadership skills and involved in managing 1-2 Support Engineers.
- Possess high level service support to our existing clients.
- Ensuring high levels of clients satisfaction delivery of service quality.
- Monitor all outstanding tickets and ensure that they are escalated appropriately and timely.
- Ensure that all outstanding tickets are resolved in alignment to the business SLA obligations and internal standards.
Requirements:
- Strong in providing Level 1 & 2 Application Support.
- Good in providing Ticketing Support and handling of SLA.
- Demonstrated good customer support experie nce.
- Min. 3 years of ticketing support experience.
- Experience in managing 1-2 team members.
- Experience in going through the ticketing life cycle and managing SLA.
- Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Technical knowledge of databases (SQL), integration layers, cloud platforms, and APIs.
- Familiarity with ITIL practices, especially incident and problem management.
We respect your privacy and all communication will be treated with confidentiality.
Please contact us or apply in-confidence to us with you updated MS Word Resume to : [Confidential Information]
Yong Jeline (Reg. No. R1101621)
STAR CAREER CONSULTING PTE LTD (EA License: 20C0353)
