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Incident / Service Manager

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Date: 06-Sep-2021

Location: StarHub Green

Company: StarHub Ltd

Job Description

  • Responsible for overall Incident Manager / Service Management Support and Services on 24 x 7 basis for IBW customer
  • Monitor and manage Key Performance Indicators (KPI)
  • Acts as one of the primary escalation contacts for all customer
  • Responsible for reviewing and evaluating SLAs, service support operational schedules triggered from the contracted agreements driven by the commercial/sales team
  • Prepare Monthly/Quarterly/Half-Yearly/Annual Service Performance Report
  • Conduct regular Service Review meeting and service improvement plan
  • Work closely with all areas of the business to address customer issues or service improvements as required
  • Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers
  • Oversee and manage implementation of selected orders.
  • Other duty as assgined


  • Minimum 3 years proven Service Delivery experience in the Telco industry in similar capacity
  • Degree in Computer, Engineering or Tele-Communication with minimum 3 years experience in the Telco industry in similar capacity
  • Diploma in Computer, Engineering or Tele-Communication with minimum 5 years experience in the Telco industry in similar capacity
  • Sound technical knowledge and understanding of IT/network/communications services including WAN/LAN, IP, Voice, Data Centre and Telco infrastructure. Technical certifications will be added advantage.
  • Requires a business-minded telecom expert with strong communication and leadership skill, who can link faults and issues such as submarine cable cuts, network failure, power outages and planned maintenance activities that are directly or indirectly affecting the revenue of the company and have them resolved within company capacity
  • Good documentation skills, specifically around documenting both internal and customer processes
  • Excellent communication and organisational skills
  • A pro-active approach to work, with a positive can-do attitude
  • Flexibility in responding to customers' requests as and when required


*We regret that only shortlisted candidates will be notified.