Total 22 command center analyst job vacancies in Customer Service category in Australia

Overview of the Role

Front line customer service role to provide Level-1 support to manage incoming interactions/transactions (calls, emails & Live Chats [if applicable]), and provide delightful customer experience, aligning to Service Level targets and company goals.

Key Accountabilities

• Achievement of a good Balanced Score Card
• Achievement of Compliments and maintenance of good customer satisfaction ratings.

Job Responsibilities & Duties

• Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences
• Logged all calls reported into the case management system
• Follow-up on all outstanding cases till closure
• Maintains and accurately update customer’s enquiry, problem and resolution into the case management system

The following would depend on the experience of the candidate and on need basis:

• Generates management reports
• Provides assistance and guidance to junior colleagues
• Perform other duties as assigned

Key Job Competencies

• Customer Focus
• Learning Ability
• Results Oriented
• Continuous Improvement

Education Requirements

• Diploma in IT or Business or related discipline

Working Experience Requirements

• Minimum 1 year of Contact Centre/ Helpdesk/ Service Desk experience
• Customer service / Soft skills
• Effective communication skills (spoken & written)
• Ability to multi-task e.g. on the call and keying into the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.
• Keen to learn and understand policies, procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
• Tech savviness candidates are preferred as we deal with usage guidance and simple troubleshooting.
• Willing to work 24/7 shift

Skills Required

Must-have skills

• Effective Communication skills

Preferable skills

• Experience in the Contact Centre/Helpdesk/Service Desk environment

GIC is one of the world’s largest sovereign wealth funds. With over 2,000 employees across 11 locations around the world, we invest in more than 40 countries globally across asset classes and businesses. Working at GIC gives you exposure to an extraordinary network of the world’s industry leaders. As a leading global long-term investor, we Work at the Point of Impact for Singapore’s financial future, and the communities we invest in worldwide.

Technology Group
We experiment, design, and lead a 24×7 global business where we support core capabilities in asset management, trading, investment operations, and risk management. We deliver secure, reliable, and integrated solutions, and provide insights on new, and emerging technologies. 

What impact can you make in this role?

The Senior Vice President, Operational Service Delivery will lead global service delivery coordination across the Global Infrastructure Command Centre. The role is responsible for ensuring seamless operational execution across internal infrastructure teams, managed service providers (MSPs), and technology product teams.

This leader will act as the operational integrator across the infrastructure estate—ensuring reliable service delivery, disciplined operational governance, and predictable execution of operational change initiatives across data centres, networks, cloud platforms, end-user services, and cybersecurity product operations.

Operating within a highly regulated institutional environment, the role will ensure that operational delivery aligns with enterprise risk standards, service level commitments, and strategic transformation initiatives.

The position requires a leader capable of coordinating complex global delivery models, driving accountability across internal and vendor teams, and scaling operational maturity across multiple technology domains.

What will you do as SVP, Operational Service Delivery & Command Center Operations

Global Operational Service Delivery

• Lead operational service delivery governance across the global infrastructure estate, ensuring consistent execution and service reliability across:Data centre and compute infrastructureStorage and backup platformsDatabases, Data Platforms and Application PlatformsEnterprise networks and connectivityCloud infrastructure platformsEnd-user technology and collaboration servicesCybersecurity product operations

• Establish structured operational coordination between internal engineering teams, command centre operations, and managed service providers to ensure seamless service delivery.
• Drive accountability for operational performance against service level agreements, operational metrics, and service reliability targets.

Command Centre Operational Coordination

• Act as the primary operational delivery lead within the Global Command Centre.
• Ensure the command centre functions as the central hub for:Cross-platform operational coordinationIncident and operational response managementService restoration and recovery oversightOperational readiness and production stability
• Work closely with Major Incident Management and Site Reliability Engineering functions to ensure rapid issue triage, escalation management, and root cause remediation.

Managed Service Provider Governance

• Provide senior operational oversight for global MSP relationships supporting infrastructure operations.
• Key responsibilities include:Partner with internal stakeholders ( TG, VG, finance and risk teams)  to align MSP performance and delivery outcomes with organizational objectives.Lead day to day governance of MSP adherence to contractual service levels, operational performance targets and compliance obligations.Monitor service credits, contractual obligations and change requests to ensure accountability and cost efficiency in managed service arrangements.Serve as the key escalation point for operational issues, ensuring proactive communication, resolution ownership and adherence to escalation protocols.Driving continuous improvement initiatives with MSP to enhance service quality, automation and operational resilience.Partner with Service Management and Vendor Governance functions to improve operational outcomes and optimise vendor performance.

Operational Programme and Change Execution

• Oversee the execution of operational transformation initiatives impacting infrastructure operations.
• This includes:Operational readiness for new infrastructure capabilitiesProduction rollout coordinationOperational change governanceTransition of new platforms into steady-state operations
• Ensure new capabilities are operationally integrated into the command centre with clear support models, runbooks, monitoring coverage, and escalation pathways.

Operational Risk and Control Environment

• Ensure infrastructure operations adhere to enterprise risk, compliance, and resilience standards.
• Responsibilities include:Establishing strong operational controls across service delivery processesEnsuring operational resilience and recovery preparednessPartnering with cyber and risk teams on operational risk mitigationMaintaining operational audit readiness
• Promote disciplined operational processes aligned with enterprise IT service management frameworks.

Service Performance & Operational Analytics

• Drive transparency and accountability through robust operational metrics and reporting.
• Develop and maintain executive-level reporting across:Service availability and reliabilityIncident trends and root cause patternsMSP performance metricsOperational efficiency indicators
• Partner with data and analytics teams to develop dashboards that provide actionable insights into operational performance across the infrastructure estate.

Cross-Functional Leadership

• Collaborate closely with:Infrastructure engineering leadersCybersecurity product teamsService management and major incident management teamsSite reliability engineeringVendor governance functionsEnterprise architecture and transformation teamsApplication Development and Application Support Teams
• Act as a senior operational leader capable of aligning multiple teams to deliver reliable and resilient technology services globally.

What qualifications or skills should you possess in this role?

• 15+ years of experience in global technology infrastructure operations or service delivery leadership
• Proven leadership in large-scale infrastructure environments spanning multiple technology domains
• Experience managing operational delivery across managed service provider models
• Deep understanding of enterprise infrastructure operations including data centre, networks, cloud, and end-user services
• Experience operating within highly regulated financial institutions or comparable environments
• Leadership experience within a global command centre or network operations centre environment
• Experience implementing operational maturity frameworks such as ITIL or SRE-aligned operational models
• Exposure to large-scale infrastructure transformation initiatives
• Strong background in vendor governance and operational performance management

Work at the Point of Impact
We need to be forward-looking to attract the right people to help us become the Leading Global Long-term Investor. Join our ambitious, agile, and diverse teams - be empowered to push boundaries and pursue innovative ideas, share your views, and be heard. Be anchored on our PRIME Values: Prudence, Respect, Integrity, Merit and Excellence, which guides us in how we make our day-to-day decisions. We strive to inspire. To make an impact. 

GIC is a Great Place to Work

At GIC, our offices are vibrant hubs for ideation, professional growth, and interpersonal connection.  At the same time, we believe that flexibility allows us to do our best work and be our best selves.  Thus, our teams come into the office four days per week to harness the benefits of in-person collaboration, but have the flexibility to choose which days they work from home and adjust this arrangement as situational needs arise. This role will be in our Tampines Office. 

GIC is an equal opportunity employer 
As an employer, we passionately believe every individual brings with them unique diversity of thought and perspectives to meaningfully enrich perspectives of GIC teams to drive competitive performance. An inclusive environment yields exceptional contribution.

Learn more about our Technology Group here: 
https://gic.careers/group/technology-group/

To be considered for the role, please submit a formal application through the GIC Careers site at:

https://careers.gic.com.sg/job-invite/17065/

We are looking for a System Support Analyst for one of our clients in the commodities sector, and your scope is as follows:

Role & responsibilities:

• Respond to all issues, making sure they are progressed effectively within any defined service levels
• To provide 1st, 2nd, and 3rd line support at the required service levels for all IT solutions that are hosted or managed by an external vendor, with the technical support strategy covering all in-house and vendor-purchased systems in use by the business
• Take ownership and deliver on key projects across the team to ensure continual improvement of service provided
• Constantly providing updates to the knowledge base and documenting new processes
• Work with other internal support groups and vendors of 3rd party systems in order to resolve issues with the implementation or operation of systems and services
• Monitoring business-critical processes and systems
• Where projects are initiated, as required, provide support and assistance in the coordination of activities or management of a third party to deliver developments for that project
• Ensure that deployments are implemented in accordance with the Release and Deployment procedures
• Feed change requests into the weekly CCB for approval and organise implementation where required.

Technical skills & expertise:

• Experience of working in a pressurised, fast-paced environment.
• Proven experience in providing quality customer service
• Proven experience in delivering projects with desired results to deadlines
• Strong understanding of Windows 7/10 and Active Directory, Intune, Office 365
• Experience of working with and troubleshooting issues related to MS Office Suites, including Exchange client support
• Must have hands-on experience with Servers, network equipment and network cabling for the role.
• MCSE or significant experience working with Microsoft Operating Systems and applications is required.
• Exposure to Citrix and Mobile Device Management would be preferable
• ITIL – Incident, Problem, Change, and Asset Management is preferred

Job Description:

• Delivering our brand promise at all times and offering high levels of consistent, quality service support to our customers
• To deliver the required sales targets and KPIs consistently
• Perform sales calls and attend to customers’ requests in line with policies and procedures
• Using simple, clear and concise languages to communicate effectively with customers
• Actively listen and probe appropriate questions to accurately recommend products and solutions based on customer’s needs and requirements
• Proactively engage customers through our sales cycle and ensure prompt follow-up on every lead to increase our Contact Centre Outbound sales conversion, reducing leads wastage
• Effectively handle complaints at the first point of contact, aiming to resolve situations to customers’ satisfaction
• Being customer centric – Gather customers’ feedback, ideas and suggestions to bring the team/organisation be closer to our customers
• Actively participate in process improvement sessions, providing constructive feedback and suggestions
• Ensure that all feedback relating to products and services is escalated to relevant parties and documented within systems
• Work towards the team’s objectives and demonstrate commitment to achieve business targets and personal goals.
• Participate in team meetings and ongoing specialized training to ensure the accuracy of information communicated to clients
• Perform other duties as assigned by immediate supervisor

Requirements:

• Candidates with motor insurance experience are preferred
• Well spoken
• Possess BCP, PGI certifications is a plus

Kindly apply online or send your application to felicialim@talentedge.com.sg

EA: 15C7572

ID: R23115267

Beauty & Wellness

Job Description:

1.                  Design and implement Teamcenter PLM architecture solutions.

2.                  Lead Teamcenter implementation and customization projects.

3.                   Work on Product Configurator, Easy Plan, and Service Lifecycle Management (SLM) modules.

4.                   Integrate Teamcenter with SAP systems and other enterprise applications.

5.                  Collaborate with business stakeholders to gather requirements and translate them into PLM solutions.

6.                   Provide technical leadership and ensure best practices in PLM development and deployment.

Required Skills

1.                  Strong experience with Teamcenter PLM Architecture.

2.                  Functional and development experience in Teamcenter.

3.                  Implementation experience in:

4.                  Product Configurator

5.                  Easy Plan

6.                  Service Lifecycle Management (SLM)

7.                  SAP Integration

8.                  Strong understanding of EIS: Teamcenter Product (PLM).

Summary
The L1 Service Operations Analyst is responsible for providing first-level support for production systems and infrastructure to ensure smooth day-to-day operations. This role focuses on system monitoring, incident management, and operational support within the Data Centre environment, while collaborating closely with L2 teams to maintain system stability, availability and performance.

Responsibilities

• Monitor and manage scheduled jobs using Control-M, including batch processing and end-of-day cycles
• Identify, troubleshoot, and escalate job failures in accordance with standard operating procedures (SOPs)
• Perform initial incident diagnosis and ensure timely escalation to L2 support teams
• Support application deployments, migration activities, and operational readiness checks
• Execute tape management operations, including loading, unloading, vaulting, and reconciliation
• Manage user access and password requests through PALMS, including privileged access requests
• Perform basic UNIX/Linux system checks and execute commands using tools such as PuTTY and WinSCP
• Support SWIFT-related operations, including daily monitoring and secure file handling
• Carry out Data Centre operational tasks, including access control, environmental monitoring, and compliance checks
• Maintain accurate logs, reports, and operational documentation
• Ensure all activities comply with security policies, audit requirements, and regulatory standards

Requirements

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, or a related field
• 0–2 years of experience in IT operations, service desk or infrastructure support
• Basic knowledge of Control-M scheduling tool
• Familiarity with UNIX/Linux operating systems
• Experience with monitoring tools (e.g., Helix or similar platforms)
• Proficiency in tools such as PuTTY and WinSCP
• Understanding of incident management and escalation frameworksStrong attention to detail with the ability to follow defined procedures
• Effective communication and collaboration skills
• Ability to work under pressure in a fast-paced, high-availability environment

Role Overview

We are looking for a proactive and customer-focused IT Support professional to join a dynamic service desk team. This role serves as the primary human escalation channel for end users when automated self-service or virtual agent solutions require additional intervention.

The successful candidate will play a key role in delivering responsive support, maintaining service quality standards, and leveraging AI-assisted tools to enhance resolution efficiency and user experience.

Key Responsibilities

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
• Take ownership of tickets escalated from AI-driven support tools and ensure timely resolution
• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
• Accurately log, categorize, and prioritize incidents and service requests within the ITSM system
• Monitor support queues and proactively manage workload to prevent SLA breaches
• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required
• Utilize AI-assisted capabilities such as automated summaries, knowledge recommendations, and guided workflows
• Maintain detailed documentation and contribute to knowledge base improvements
• Support shift rotations and contingency coverage as operationally required
• Ensure compliance with internal security, audit, and data protection policies

Requirements

• 1–2 years of IT Service Desk experience (3–5+ years for senior level consideration)
• Strong hands-on experience supporting Windows and macOS environments
• Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools
• Basic understanding of Unix or Linux environments is advantageous
• Familiarity with ServiceNow or similar enterprise ITSM platforms
• Solid understanding of incident and request management processes
• Ability to manage ticket workflows effectively and maintain documentation standards
• Exposure to AI-enabled support tools or chatbot workflows is a plus
• Strong verbal and written communication skills
• Customer-centric approach with strong analytical and troubleshooting capability

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability

Company Overview

The Write Connection (TWC) is a premier MOE-registered English enrichment brand that specialises in teaching English, writing, and thinking skills. Since 2012, TWC has employed a matchless methodology in teaching English that has earned great respect from both educators and customers. With 12 centres across Singapore, TWC aim to set a high standard in the teaching of English and writing. With many success stories behind us, we strive to lead generations of students to become confident and effective users of the English language.

Job Summary

Customer Service Officers at The Write Connection deliver premium service by engaging customers, managing sales, and supporting centre operations to ensure a smooth and positive experience for students and parents.

Responsibilities

Sales and Customer Service

• Explain TWC courses, education philosophy, and pedagogy clearly to potential customers to support informed decisions
• Promote TWC programmes to both new and existing customers to drive enrolment and retention
• Build and maintain positive relationships with customers to enhance satisfaction and loyalty
• Respond promptly and effectively to phone and email queries to resolve customer needs
• Process sales transactions accurately and efficiently to support centre revenue goals

Administrative Duties

• Schedule replacement lessons for students and appointments for parents, Centre Management, or teachers to ensure smooth operations
• Manage centre inventory and handle simple logistics tasks to maintain resource availability
• Perform filing and other administrative duties as assigned to support centre administration

Required competencies and certifications

• Minimum GCE 'A' levels or Diploma qualification
• At least 2 years of relevant customer service experience, preferably in enrichment centre settings
• Proficient in Microsoft Office Suites (Excel, PowerPoint, Word)
• Excellent spoken and written English communication skills to interact effectively with customers and colleagues
• Strong organisational skills with attention to detail to manage scheduling and administrative tasks
• Demonstrated ability to deliver effective and efficient customer service
• Professional work ethics including integrity, professionalism, and commitment to excellence
• Willingness to be trained according to TWC ethos and SOPs
• Ability to work independently and collaboratively as part of a team
• Flexibility to be deployed to different centres as operational needs arise

Preferred competencies and qualifications

• Proficiency with MacBook and G-Suites applications (Drive, Gmail, Docs, Sheets) for enhanced productivity

Other Information

Work Hours

• Full-time, 5-day week including one weekend day.
• Weekdays: 12.30pm to 9.30pm (with one hour meal break).
• Saturday or Sunday: 8.30am to 6.30pm (with one hour meal break).
• One weekday off and one weekend off per week.
• Approximately 2-hour meeting weekly.

Work Location

• Work location is subject to operational needs. You need to be comfortable with travelling to branches around Singapore.

What we offer

• Competitive remuneration and performance-based incentives
• Opportunities for professional development and growth within the company
• A vibrant, dynamic, and collaborative team environment fostering innovation and excellence

Staff Benefits

• Comprehensive medical and dental benefits
• Birthday and marriage leave
• Flexi leave after one year of service
• Monthly birthday celebrations and team bonding activities
• Exclusive 20% staff discount on TWC lessons for children of staff
• Staff discounts with various participating merchants

Fault Reporting Center Manager

1. Oversight and Management

• Manage the Fault Reporting Center (FRC) operations for the hospital.
• Supervise staff handling incoming fault reports from various departments.
• Ensure smooth workflow and timely processing of reported issues.

2. Fault Reporting & Tracking

• Receive and log equipment malfunctions, facility issues, IT faults, and other operational problems.
• Categorize and prioritize faults based on urgency and impact on patient care.
• Ensure all reported issues are tracked in a centralized system until resolution.

3. Coordination & Communication

• Liaise between hospital departments, technical teams, and external vendors.
• Communicate status updates to department heads or hospital management.
• Ensure critical issues (e.g., life-support equipment failure) are escalated immediately.

4. Analysis & Reporting

• Monitor recurring faults and identify patterns to prevent future issues.
• Generate reports on fault trends, resolution times, and department performance.
• Provide recommendations for process improvement and preventive maintenance.

5. Compliance & Safety

• Ensure that fault reporting aligns with hospital policies, safety standards, and regulatory requirements.
• Support risk management and incident investigation related to equipment or operational failures.

6. Staff Training & Development

• Train staff on fault reporting procedures and use of reporting systems.
• Encourage awareness of safety, efficiency, and accountability across departments.

7. System & Process Improvement

• Maintain and improve the fault reporting system, including software updates.
• Recommend upgrades or procedural changes to minimize downtime and enhance hospital operations.

Key Skills Required:

• Degree, preferably in Facilities Management, Engineering, or Operations Management.
• Strong organizational and leadership skills
• Good technical understanding of hospital equipment and IT systems
• Excellent communication and coordination abilities
• Analytical mindset for trend analysis and preventive strategies
• Knowledge of healthcare safety and regulatory compliance

Interested applicants, please send your CV to skh_hr@stie.com.sg or apply directly via the Apply button on CareersFuture.

Overview

Our client, a leading global financial markets and trading technology firm, is seeking a Trade Desk Associate to join its Singapore-based FX operations team.

This role supports a 24x5 low-latency electronic FX trading platform used by global banks, buy-side institutions, corporates, liquidity providers, and prime brokers. The successful candidate will provide real-time client support, monitor trading activity and platform performance, and troubleshoot trading, connectivity, and market data issues during the Asia trading session.

This is an excellent opportunity for someone with experience in an electronic trading environment who is looking to deepen their knowledge of FX markets, FIX connectivity, Linux, and low-latency trading systems.

Responsibilities

• Serve as the first point of contact for client enquiries via phone and email during the Asia trading session.
• Provide real-time support across trading activity, platform connectivity, APIs, and market data.
• Troubleshoot client issues involving FIX connectivity, order behaviour, platform functionality, and trading flows.
• Use Linux and command-line tools to review logs, investigate incidents, and support issue resolution.
• Monitor trading, market data, client connectivity, and system dashboards throughout the trading session.
• Perform daily and weekly pre-market system health checks to ensure platform readiness.
• Identify, triage, document, and escalate operational or technical issues promptly.
• Monitor market integrity, including crossed or off-market pricing and value-date issues.
• Liaise with liquidity providers, institutional clients, sales, technology, and operations teams to resolve trading-related issues.
• Support new client onboarding, FIX certification testing, connectivity checks, and production-readiness activities.
• Maintain clear and accurate incident records, client communications, and regional handovers.
• Contribute to process improvements, operational documentation, and platform resilience initiatives.
• Participate in holiday and weekend coverage rotations when required.

Requirements

• Bachelor’s degree or equivalent educational background.
• Approximately 2–3 years of experience in an electronic trading, financial markets, trade support, application support, or technical support environment.
• Experience working within a trading environment, with a good understanding of both market activity and trading systems.
• Hands-on experience with FIX protocol is required.
• Hands-on experience with Linux and command-line tools is required.
• Basic understanding of electronic trading, FX markets, market data, liquidity, or exchange-traded products.
• Strong troubleshooting and problem-solving skills in a fast-paced, time-sensitive environment.
• Excellent written and verbal English communication skills.
• Confidence communicating with institutional clients and internal technical stakeholders.
• Ability to document issues clearly and manage multiple priorities during live trading hours.
• Smart, proactive, composed, and eager to develop into a subject matter expert.

Working Arrangement

• Hybrid arrangement: four days onsite and one day working from home.
• Standard coverage is aligned to the Asia trading session, typically 7:00 PM–3:00 AM ET.
• The role also participates in Sunday market-start coverage, which may require an earlier start than the usual shift.
• Flexibility may be required during major incidents, heightened market activity, public holidays, or weekend coverage rotations.

Role Overview

We are looking for a proactive and customer-focused IT Support professional to join a dynamic service desk team. This role serves as the primary human escalation channel for end users when automated self-service or virtual agent solutions require additional intervention.

The successful candidate will play a key role in delivering responsive support, maintaining service quality standards, and leveraging AI-assisted tools to enhance resolution efficiency and user experience.

Key Responsibilities

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
• Take ownership of tickets escalated from AI-driven support tools and ensure timely resolution
• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
• Accurately log, categorize, and prioritize incidents and service requests within the ITSM system
• Monitor support queues and proactively manage workload to prevent SLA breaches
• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required
• Utilize AI-assisted capabilities such as automated summaries, knowledge recommendations, and guided workflows
• Maintain detailed documentation and contribute to knowledge base improvements
• Support shift rotations and contingency coverage as operationally required
• Ensure compliance with internal security, audit, and data protection policies

Requirements

• 1–2 years of IT Service Desk experience (3–5+ years for senior level consideration)
• Strong hands-on experience supporting Windows and macOS environments
• Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools
• Basic understanding of Unix or Linux environments is advantageous
• Familiarity with ServiceNow or similar enterprise ITSM platforms
• Solid understanding of incident and request management processes
• Ability to manage ticket workflows effectively and maintain documentation standards
• Exposure to AI-enabled support tools or chatbot workflows is a plus
• Strong verbal and written communication skills
• Customer-centric approach with strong analytical and troubleshooting capability

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability

We are hiring a Senior Systems Analyst (Service analyst) who will be providing advanced technical support for the HEALIX data streaming platform once it becomes fully operational. This role focuses on diagnosing and resolving issues escalated from Level 1 (L1) support, maintaining system stability, and coordinating with engineering and vendor teams to ensure continuous service availability and optimal performance. 

Role & Responsibilities

• Provide the application support for IDMC ETL jobs and data pipelines
• Monitor scheduled and on‑demand workflows, mapping and transformation steps
• Diagnose application failures by investigating logs, error messages, and transformation logic
• Perform root-cause analysis and document findings, impact, and remediation steps
• Restart failed jobs or tasks and validate recovery
• Optimize ETL job performance within application scope if required
• Validate end-to-end workflow completion and downstream data delivery
• Escalate recurring, complex, or platform-impacting transformation/mapping failures with reproducible evidence
• Maintain and update runbooks, recovery playbooks, incident logs, and operational documentation
• Follow change-control and governance processes for any configuration or mapping changes
• Support problem management activities by identifying and addressing underlying technical issues
• Participate in change management processes, including testing and deployment of patches, upgrades, and new features
• Work closely with L1 support, infrastructure, data engineering, and vendor teams to ensure timely issue resolution
• Document troubleshooting procedures, resolutions, and updates for knowledge base improvement
• Communicate technical updates and incident statuses to relevant stakeholders

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related field
• minim 3 years of experience in application or platform support, preferably in data systems or cloud environments
• Experience with IDMC, or data streaming technologies is an advantage
•  Strong analytical and troubleshooting abilities
•  Proficient in incident and problem management processes (e.g., ITIL framework)
•  Good communication and stakeholder management skills

• System Management and Maintenance

• Ensure the integrity, accuracy, and availability of data across all systems.

• Data Analysis and Reporting

•  Work with stakeholders to identify and document reporting requirements.

• Process Improvement

• Identify opportunities to optimize and automate business processes.

Requirements:

• Bachelor Degree or Diploma holder with 1 yr of working experience in Workforce Management

• Understanding of MIS Support, performance insights in Contact Center environment

• Ability to work with stakeholders

• Good communication skills

1. Support General Price Increase (GPI) Exercise

• Assist in compiling monthly incentive plans for Global Customers’ GPI review.

• To clarify pricing terms.

2. Maintenance of Rates

• Support rate setup or updates in Express Billing

• Assist in the central implementation of the annual general price increase for Global Customers.

• Cross-check rates update in GRE to ensure accuracy

3. Maintenance of Global Agreements

• Maintain and review fuel terms for Global Customers, executing updates and communicating changes to Sales.

• Support post-activation maintenance activities

• Update Global Customer Agreement information

Interested candidates, please email your resume to annasee@recruitexpress.com.sg

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted