ICT Command Centre Operator

Role Overview

As an ICT Command Centre Operator at DXC Technology, you will be responsible for managing service desk communications via phone and email, assisting users with the Self-Service ITSM Portal, and ensuring detailed and clear incident logging. You will triage incidents appropriately, escalating to relevant vendors for prompt resolution, and actively coordinate to ensure all incidents are addressed swiftly.

Key Responsibilities

• Handling incoming service desk calls and responding to user emails promptly.
• Assisting users with navigating and utilizing the Self-Service ITSM Portal.
• Ensuring that incident calls are logged thoroughly and clearly for efficient processing.
• Performing incident triage and escalating to appropriate vendors for resolution.
• Coordinating incident resolution actively to minimize downtime.
• Acting as first responder to system alerts by assessing impact and escalating as necessary.
• Conducting system health checks and providing support to Level 2 teams for issue resolution.
• Generating reports and assisting with documentation requirements.
• Organizing conference calls among systems project managers and vendors during major incident resolution.
• Participating in short-term projects, including conducting system demonstrations.
• Supporting ongoing improvements in command centre processes in collaboration with the operations manager.

Qualifications and Experience

• Minimum diploma in Information Technology, Computer Studies or equivalent qualifications.
• Experience in an enterprise command centre environment is advantageous.
• Strong understanding of incident management practices.
• Basic hands-on experience supporting Windows, Unix, Network, and Applications environments.
• Familiarity with call tracking and ticket management systems, preferably ServiceNow.
• Ability to work independently as well as collaboratively within a team setting.
• Customer-focused approach with professional interaction skills across diverse stakeholders including colleagues, vendors, and clients.
• Ability to maintain composure under pressure, especially in challenging situations involving frustrated clients.
• Willingness to work 12-hour shifts including weekends and Public Holidays.
• Only Singaporean citizens are eligible for this role.
• Work location is in the northern region of Singapore.

Company Commitment

At DXC Technology, we value strong connections and community, fostering collaboration while supporting flexible work styles to enhance well-being and productivity. We are dedicated to creating an inclusive workplace where every individual can succeed.

Recruitment Notice

Be aware of recruitment scams posing as DXC Technology. We do not offer jobs via social media or request payments or purchases as part of our hiring process.