Total 2 job vacancies by Oceandrive Networks Pte. Ltd.

Key Responsibilities

• Oversee end-to-end delivery of IT infrastructure, systems integration, and managed services to ensure service quality and client satisfaction.
• Ensure all services are delivered in accordance with agreed SLAs, KPIs, and contractual commitments.
• Monitor service performance, identify gaps, and implement continuous improvement initiatives.
• Serve as the primary point of contact for clients on service delivery matters.
• Build and maintain strong client relationships, ensuring alignment with business objectives.
• Conduct regular service review meetings and provide performance reports to stakeholders.
• Collaborate with project engineers, field support engineers and vendors to ensure smooth onboarding and deployment.
• Manage change requests, incident escalations, and problem resolution effectively
• Lead and manage service delivery teams, including engineers and support staff.
• Allocate resources effectively and ensure team productivity and performance.
• Provide coaching, mentoring, and performance evaluations.
• Oversee incident and problem management processes to ensure timely resolution
• Manage third-party vendors and service providers to ensure service quality and compliance.
• Negotiate and monitor vendor SLAs and performance.
• Support contract management, renewals, and identification of upsell/cross-sell opportunities.
• Maintain proper documentation, reporting, and audit readiness.

Key Responsibilities

• Diagnosing, troubleshooting and resolving technical issues reported via phone, email, or WhatsApp
• Aiming to solve problems immediately upon first contact to maintain high user productivity.
• Handling account provisioning, including setting up new users (onboarding) and closing accounts for departing staff
• Identifying complex issues that require specialised attention and escalate to Level 2 or Level 3 support teams
• Ensuring all requests are handled within agreed-upon timeframes to meet organisational standards.
• Maintain and update the software application with a comprehensive knowledge base of common issues and solutions to improve team efficiency.

Key Skills & Qualifications

• Deep knowledge of Windows and Mac operating systems, Microsoft 365 and basic networking is an advantage.
• Strong written and verbal skills are essential for explaining technical solutions to non-technical users.
• The ability to remain calm under pressure and logically troubleshoot complex systems.
• ITIL Foundation, CompTIA A+, or Microsoft Fundamentals

Applicants with less relevant experience are welcome and will be considered for junior-level positions