Total 3 job vacancies by Intellect Minds Pte. Ltd.

Role Overview

The Service Delivery Manager is responsible for ensuring the high-quality delivery of IT services to clients and internal stakeholders. This role focuses on service performance, client satisfaction, continuous improvement, and adherence to Service Level Agreements (SLAs).

Key Responsibilities

Service Delivery & Operations

Oversee end-to-end service delivery to ensure quality and consistency

Monitor and manage service performance against SLAs, KPIs, and OLAs

Ensure timely resolution of incidents, service requests, and escalations

Coordinate with technical teams to resolve complex issues

Stakeholder Management

Act as the primary point of contact for clients and customers

Build and maintain strong stakeholder relationships

Conduct regular service review meetings

Manage expectations and ensure customer satisfaction

Incident & Problem Management

Lead major incident management and communications

Drive root cause analysis (RCA) and implement preventive actions

Reduce recurring issues through continuous improvement initiatives

Team & Vendor Management

Manage and guide internal and external service delivery teams

Collaborate with vendors and partners to meet service standards

Support capacity planning and team performance management

Process Improvement & Governance

Drive ITIL best practices across Incident, Problem, Change, and Service Request Management

Identify opportunities for service improvement and cost optimization

Ensure compliance with organizational policies and standards

Reporting & Metrics

Prepare service reports, dashboards, and performance metrics

Analyze trends and recommend corrective and preventive actions

Track customer satisfaction (CSAT) and overall service quality

Skills & Experience

Strong understanding of the ITIL framework

Excellent communication and stakeholder management skills

Proven problem-solving and analytical abilities

Experience with service management tools (e.g., ServiceNow, Remedy, Jira)

Ability to manage multiple priorities and escalations

Leadership and people management capabilities

Qualifications & Experience

Bachelor’s degree in IT, Computer Science, Business, or a related field

ITIL certification (preferred or required)

PMP or PRINCE2 certification (optional but advantageous)

7–12 years of experience in IT service delivery or operations

Strong background in client-facing service management roles

Key Performance Indicators

SLA compliance

Customer satisfaction (CSAT/NPS)

Incident resolution time

Service availability and uptime

Reduction in repeat incidents

We are looking for a Level 2 (L2) Helpdesk Support Engineer to support and maintain production systems. You will handle escalated incidents, troubleshoot complex issues, and work closely with engineering teams to ensure system stability and performance.

Key Responsibilities

• Provide L2 support for production and staging systems (escalations from L1)
• Investigate application errors, system alerts, and performance issues
• Restore services within SLA/OLA timelines
• Perform troubleshooting using logs, monitoring tools, and system metrics
• Conduct root cause analysis (RCA) and implement preventive actions
• Collaborate with L3, DevOps, and vendors on complex issues
• Monitor system health and proactively identify risks
• Support deployments, patches, and operational fixes
• Maintain runbooks, SOPs, and knowledge base documentation
• Ensure compliance with security and operational standards

Requirements

• Diploma/Degree in IT, Computer Science, or related field
• 3–5+ years of experience in application or systems support
• Experience supporting production or mission-critical systems

Technical Skills

• Monitoring & logging tools (e.g. CloudWatch, Grafana, ELK)
• Linux/Unix environments
• Basic cloud knowledge (AWS – ECS, Lambda, S3, RDS)
• Basic database knowledge (MySQL/PostgreSQL)
• Understanding of REST APIs and system integrations
• Familiarity with Jira, PagerDuty, or similar tools

Nice to Have

• Experience with microservices or cloud-native systems
• Basic scripting (Bash/Python)
• Exposure to enterprise or regulated environments

Key Traits

• Strong troubleshooting and analytical skills
• Calm under pressure in production environments
• Proactive with strong ownership mindset
• Good communication and teamwork skills

We are looking for a customer-focused IT Service Desk / Call Centre Executive to provide first-level technical support and assistance to end users. The ideal candidate should have prior experience in an IT service desk environment, along with strong communication skills and basic exposure to application support technologies such as APIs, MFT, and host-to-host integrations.

Key Responsibilities:

• Act as the first point of contact for IT-related issues via phone, email, or ticketing systems
• Provide timely resolution or escalation of incidents and service requests
• Troubleshoot basic technical issues related to systems, applications, and connectivity
• Monitor and support applications involving APIs, MFT (Managed File Transfer), and host-to-host integrations
• Log, track, and update incidents in the ticketing system
• Ensure adherence to SLAs and customer service standards
• Collaborate with internal teams for issue resolution and service improvements
• Maintain proper documentation of incidents, solutions, and processes

Required Skills & Qualifications:

• Proven experience in an IT Service Desk / IT Call Centre environment
• Basic understanding of:APIs (Application Programming Interfaces)MFT (Managed File Transfer)Host-to-host integrations
• Strong communication and customer service skills
• Ability to handle high-volume support requests in a fast-paced environment
• Familiarity with ticketing tools (e.g., ServiceNow, Remedy, Jira, etc.)
• Good problem-solving and troubleshooting skills

Preferred Profile:

• Candidates with service desk experience and strong communication skills are highly preferred
• Desktop support engineers with technical knowledge but lacking customer interaction experience may not be ideal for this role
• ITIL knowledge or certification is an added advantage