Associate Engineer, Integrated Operations Center - #1109494

Company Brief

SPTel is a joint venture between ST Engineering and SP Group and we are able to leverage the strengths of our parents to provide unique connectivity and digital services for our customers to become the digital services provider of choice. Our network is known for reliability and diversity because our unique fibre pathways combine leased SP Group infrastructure with owned fibre pipes laid alongside the power network cables. Our network structure also ensures your data takes the shortest possible route for optimal performance.

SPTel is a Business Class Digital Services provider that promises:

·         Fully digitalised processes, enabling on demand provisioning of services such as Bandwidth and cyber security

·         Business Grade connectivity standards that include <1ms ultra low latency performance and clean-pipe connectivity as a default

·         True network diversity for improved reliability with unique fibre pathways and facilities that are physically separate from incumbent telcos

·         Innovative services such as Quantum Key Distribution-as-a-Service (QKD-a-a-S), IoT-a-a-S and Edge Cloud

We are well recognised in the industry clinching numerous awards for our cutting-edge telco services and featured on CNA in a documentary “Home-Grown with a Digital Edge” as well as vignette “Securing the Future in the Age of Quantum Computing”.

These accolades and achievements are the result of us meticulously grooming a team of talents and specialists to be part of our exciting journey and we are looking to grow our team. If you are a skilled and driven individual, do join us as co-creators of the future of SPTel.

Job Brief

When it comes to security and reliability of the network, SPTel offers no compromise. Our network is monitored by an Integrated Operations Centre that combines Network Monitoring with a Security Operations Monitoring, that takes proactive action to engage customers and mitigate network issues.

The candidate must have the passion in handling customer services and place the ‘Customer First’ in his/her resolution of their problems. S/He will support all incoming technical calls and customer’s trouble ticket till closure.

Strong follow up and technical problem identification skills, sense of urgency and quick in response to any network alarms in the operation are the traits we are looking for. The ability to build trust and confidence with customer through the service interaction will provide the candidate an edge in achieving excellence in customers’ experience.

Responsibilities:

• Perform 24x7 operations and surveillance support in the IOC environment.

• Ensure and maintain health of the SPTEL network and services through proactive monitoring and taking necessary corrective actions when abnormally is detected.

• Perform technical troubleshooting in accordance to troubleshooting procedures, and ensure all events are managed and followed up in accordance with the Service Operations Framework and respective SOPs.

• Be customer-oriented and support all incoming events with timely response/updates of incident status to customers/internal stakeholders for all incidents.

• Responsible to create and track trouble tickets to closure and ensuring that updates are captured accurately and complete with the relevant details.

• Elevating incidents for next level technical support or field dispatch, when a case is not resolved within predetermined timeframe, and according to established processes and procedures.

• Perform Escalation & Notification during Major Incidents and provide internal incident notification and hourly update to customer if the incident severity or service level has breached or is at risk of breaching.

• To push for service recovery within service SLA for all incidents.

• Prepare draft incident report after every incident and After-Action Review (AAR) report after every major incident

• Notify customer on planned maintenance activities and keep customer posted on the maintenance status during actual maintenance day.

• Be always contactable and perform Standby Duties on rostered days

• Perform Daily, Weekly, Monthly Reports.

• Any other ad-hoc duties as assigned by superior from time to time.

Requirements:

• An individual who is a great team player, with service mindset and delivers good customer experience.

• Good communications skill with pleasant personality

• Shift work is required for this position.

• Candidate must be prepared to perform standby duties.