Total 19 Operations Analyst job vacancies in Customer Service category in D12 Balestier, Serangoon, Toa Payoh

The IT Disaster Recovery Manager/Incident Manager directs IT disaster response/crisis management activities in compliance with the IT emergency plan and helps provide and coordinate disaster preparedness training with respect to the organization’s information technologies, helping ensure business continuity.

· Work with Service Operations management to ensure that the disaster recovery (crisis management) and business continuity plans drive disaster recovery (DR) strategy and procedures.

· Establish and maintain the overall plans for executing all DR procedures and understand their interdependencies.

· Establish and maintain detailed DR communications and command and control plans through a change management process.

· Work with the IT application and technical staff to ensure that disaster recovery solutions are adequate, in place, maintained, and tested as part of the regular operational life cycle.

· Develop and understand all testing necessary for a successful DR execution.

· Schedule and lead all DR exercises.

· Provide ongoing feedback for risk management, mitigation, and prevention.

· Represent disaster recovery cost requirements in the annual budgeting process.

· Regularly report Disaster Recovery activities to upper management.

· Act as liaison for auditing and examination of disaster recovery processes and help ensure compliance with all applicable policy and procedures

· Maintain processes, templates and SOP, website and information related to change control

· Review/Prepare progress reports for initiatives and present the reports when required.

· Manage major incidents (severity 1 & 2) for all IT systems to ensure timely closure of incident & problem tickets, meeting the agreed SLAs.

· Manage major incidents communications such as activating War Room for triage, Conference Bridge and send incident broadcast communication to all IHiS stakeholders and provide regular updates via incident tracking dashboard until incident closure.

Requirements / Qualifications:

• Bachelor’s degree in computer science or other highly technical, scientific discipline

• 5-10 yrs of Technical / Support experience (or) Experience in IT Operations in Data Center Environment.

• Experience in IT Disaster Recovery Coordination is a plus

• ITIL v3/v4 certification and strong service oriented experience / background

• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries

• Ability to establish and manage processes and practices through collaboration and the understanding of business

You will support the Senior/ Manager, Support Operations in managing the services across the various support operation services units, and to ensure the operation and maintenance support of the hospital are efficiently and effectively run.

Job Requirements

• Bachelor's degree
• Minimum 2 years’ relevant experience in healthcare industry. Those with experience in managing support operations will have an advantage
• Proficient in Microsoft Office applications such as Microsoft Excel, Word and Powerpoint
• Possess good interpersonal and communication skills

The IT Disaster Recovery Manager/Incident Manager directs IT disaster response/crisis management activities in compliance with the IT emergency plan and helps provide and coordinate disaster preparedness training with respect to the organization’s information technologies, helping ensure business continuity.

· Work with Service Operations management to ensure that the disaster recovery (crisis management) and business continuity plans drive disaster recovery (DR) strategy and procedures.

· Establish and maintain the overall plans for executing all DR procedures and understand their interdependencies.

· Establish and maintain detailed DR communications and command and control plans through a change management process.

· Work with the IT application and technical staff to ensure that disaster recovery solutions are adequate, in place, maintained, and tested as part of the regular operational life cycle.

· Develop and understand all testing necessary for a successful DR execution.

· Schedule and lead all DR exercises.

· Provide ongoing feedback for risk management, mitigation, and prevention.

· Represent disaster recovery cost requirements in the annual budgeting process.

· Regularly report Disaster Recovery activities to upper management.

· Act as liaison for auditing and examination of disaster recovery processes and help ensure compliance with all applicable policy and procedures

· Maintain processes, templates and SOP, website and information related to change control

· Review/Prepare progress reports for initiatives and present the reports when required.

· Manage major incidents (severity 1 & 2) for all IT systems to ensure timely closure of incident & problem tickets, meeting the agreed SLAs.

· Manage major incidents communications such as activating War Room for triage, Conference Bridge and send incident broadcast communication to all IHiS stakeholders and provide regular updates via incident tracking dashboard until incident closure.

Requirements / Qualifications:

• Bachelor’s degree in computer science or other highly technical, scientific discipline

• 5-10 yrs of Technical / Support experience (or) Experience in IT Operations in Data Center Environment.

• Experience in IT Disaster Recovery Coordination is a plus

• ITIL v3/v4 certification and strong service oriented experience / background

• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries

• Ability to establish and manage processes and practices through collaboration and the understanding of business

Key responsibilities:

• Be the voice of the customer for quality and any other post-sale technical issue within Micron factories;
• Handle customer factory audit requirement
• Provide technical or operational quality issue resolution support to customers
• Lead critical customer quality improvements/projects/initiatives related to factories that can improve quality and customer satisfaction
• Ensure customer requirements are reflected in processes, procedures & standards
• Drive quality-related proactive and reactive communication
• Track, update & close all customer action items (AI) on time
• Work closely with the customer to resolve their key care-about
• Lead for quality scorecard tracking and improvements
• Run, schedule and lead quality engagements
• Communicate/track and close customer quality processes requirements
• Work with different internal teams to ensure robust, closed-loop on customer requests/ requirements
• Close collaboration with internal teams on the 8D problem-solving process to prevent reoccurrences

CQE Performance & Behavior Expectations

• Demonstrates leadership, pro-activeness, assertiveness and accountability
• Demonstrating intellectual curiosity to fully understand customer experience associated with quality issues identified is a key attribute to the success
• Team leadership- influencing, relationship building, customer focus, efficiency, and self- development
• Strong interpersonal skills at different levels including executives
• The ability and able to travel when required; travel required (about 10%)

Preferred:

• Familiarity with semiconductor fabrication and packaging technologies, device physics, quality and reliability fundamentals
• Good knowledge of SSD quality related items such as SSD test, production, IQC, RDT, QPA,
• SSD production troubleshooting and failure analysis experience
• Good project management
• Customer facing experience and SSD production process experience are preferred
• A high degree of shown self-initiative and ability to think and act independently
• Excellent English verbal, written communication skills, and presentation skills
• Outstanding multi-tasking and problem-solving skills
• Work under tight timeframes, prioritize exciting activities and strive for results is a must
• Collaborate with multi-functional teams to understand needs and translate them into actionable plans, work, and resource requirements
• Optimally interact with a wide range of personalities and handle conflicts in priorities

• Design and implement cross-platform APIs for Enterprise SSD validation and characterization.
• Develop and integrate the APIs of new test equipment/tools for test automation.
• Define, plan and execute a test automation strategy, to contribute to the on-going development of in-house automation frameworks/tools.
• Collaborate with cross-functional teams to implement robust test designs based on new feature or customer requirements.
• Troubleshoot SSD and software integration issues, implement systematic approaches to reproduce and root cause the problem.
• Constantly evaluate, refine and enhance validation approaches to drive better coverage and shift-left the detection of failures from customer to internal test framework.
• Identify automation opportunities and implement solutions to improve test scalability and efficiency.
• Maintain good documentation on the test methodologies, workflows and results to ensure future traceability and reference.
• Solid experience in object-oriented programming concepts; Python preferred.
• Ability to communicate complex design patterns through UML documentation.
• Working experience in Windows or Linux stack/kernel/driver is highly desired.
• Good hands-on experience in operating systems API such as process controls, memory management and device driver interactions would be beneficial.
• Excellent knowledge of system storage and the relationship to the platform peripherals: CPU, memory, PCIe, drivers, OS, firmware is a plus.
• Ability to analyze problems, diagnose to root cause, and apply corrective actions.
• Experience with Agile product development processes and project management.
• Strong communication, facilitation, negotiation and teamwork skills across sites & time zones.
• Flexibility and the ability to adapt to a dynamic, rapidly changing environment with shifting demands.

Did you know KONE moves over one billion people every day? We employ over 60,000 driven professionals in over 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.

Why this role?

A Digital Service Operations Expert is a recognized expert of one or more KONE digital solutions in terms of process and tool understanding. This role exists at frontline level. The role is the primary support person and subject matter expert for digital solutions. They have important role to develop competences of the digital services in their own frontline in collaboration with other functions. The position is part of THD organization.

What will you be doing?

Operative activities:

Sales technical support

• Support Maintenance sales team on the digital services with technical guidance

Evaluate and coordinate issues from customer and field

• Responsible of the digital issue resolution end to end process
• Accountable that the issues from customers and field are solved as defined in Service Level Agreementy(SLA)
• Analyze any identified issues with digital services and determine the correct organization needed to address the issue (local, global, partner, etc.)
• Coordinate local actions needed for troubleshooting
• Create knowledge articles about issues and distribute them to local and global as needed
• Act as first point of escalation for issues when new solutions are deployed in frontline
• Proactively check that support tickets escalated from/to IT are followed and required actions done
• Monitor 24/7 Data Transfer Unit (DTU) installation status for lift/Esc.
• Follow up with MM/OM on the backlog and get their plan for the installation.
• To monitor the device stock level in Global Spare Supply (GSS) and make plan for the material procurement.
• Proactively monitor the timely closure of all Service Need (SN) and work with MM if there are any issues to close the SN.
• Proactively monitor the SN for critical equipment’s and advise Operations(OPS) team for actions to be taken.
• Data collection from 24/7 for Alternative Maintenance Regime (AMR) contracts existing/ New customers.
• Presentation of 24/7 capabilities to customers and how we prevent the callout with the help of 24/7.
• Lead the weekly meeting on SN and repeated callouts.
• Share the 24/7 & callout data in ops meeting to prevent any potential callouts.
• Work with KONE CUSTOMER CARE Centre (KC3) to check on the timely dispatch of SN.
• To contribute any other new initiatives initiated by the country to improve the operation efficiency.
• Training for the planner group technician on digital solutions.
• To work closely Operations (OPS) on the new development to improve the operations.
• To work with APM/Global on the issues arising from 24/7, planner etc and get right solutions.
• To support on Dynamic Maintenance Plan(DMP)implementation for service operations.
• Required to travel to KSEA countries on Digital Solutions.

Customer onboarding:

• Train/coach and support relevant teams with appropriate knowledge to do the customer onboarding and training
• If necessary, participate in customer onboardings and training sessions for complicated digital solutions and services
• Ensure that customer site and administrator users are correctly created and maintained

Be specialist of solution configurations and commissioning:

• Accountable of activating and configuring cloud services as prompted by the delivering organization (could be NEB, Modernization, or Maintenance)
• Support NEB-SEB handover process for the digital services

Competence development activities:

Support in learning and training

• Provide support to L&D in training on Digital services and solutions for Maintenance Sales, THD, CS&A and field operations
• Identify the need for training together with L&D, help with relevant training material
• Train The Trainers to ramp up the local field competencies related to commissioning and testing
• Communicate and train new services and solution updates based on product releases
• Create excitement of the digital services in the sales and operations in co-operation with Offering management

Digital community activities:

• Actively participate in Digital Champions network and other APF network communities
• Support and perform tests when required from Global team to improve digital services
• Provide data for global teams related to local conditions (e.g. government firewalls, local SIM cards) during solution roll outs and updates
• Based on customer and end user interactions, provide development requirements to global product team to make the service easier, more efficient, and reliable
• Contribute to the change management that is required for KONE to be able to make a change from hardware/maintenance to digital services
• Supporting localization of On Line Help center support articles if needed

Are you the one?

• Bachelor’s degree in Engineering or other relevant field
• Fluent local language skills and good level of English
• Working experience with digital solutions or services
• Customer service mindset. Good communication and interpersonal skills
• Good knowledge and understanding of digital systems, cybersecurity and technologies overall
• Ability to seek information and learn about new digital technologies independently
• Ability to see from end users’ perspective
• Ability to explain technical complex situations in an understandable way to people who are not digital literate
• Project management skills an asset
• Understanding of processes related to change and change management
• Genuine interest in processes, methods and tools in own specialist area

What’s On Offer

• Career progression in opportunities within a global organization
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work
• Comprehensive learning and development programs covering a wide range of professional skills
• You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded

To Be Considered

Click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.

In the meantime, feel free to browse our website for additional information on our company, brands and culture – KONE Corporation.

KONE is proudly ranked as World's Best Employers in Forbes magazine and Statista's 2023 annual ranking!

Commercial vehicle workshop and rental company in the east hiring operations support coordinator.

Roles & Responsibilities

- Facilitate the handover/takeover of rental vehicle to and from customer.

- Perform basic checks and maintenance of rental vehicle.

- Attend to customers' enquiries and requests for vehicle servicing and repairs& raise work orders to mechanics.

- Drive vehicle to inspection centre for routine inspections.

- Performs ad hoc duties as assigned by supervisors.

Requirements

- Independent, proactive, good communication skills.

- Possess valid class 3 & 4 driving license.

- Prior working experience in automotive workshop will be an advantage.

Working Hours

- Mon – Sat , 9am - 6pm

Location

- Defu Lane

Salary Range

- $2000 to $2500

Responsibilities:

· Ensure SLAs of accounts managed are met.

· Manage IT Engineers in a way to optimize their potential and productivity.

· Represent Service Delivery Team in meetings with Service Delivery Managers and customers.

· Provide preliminary findings and investigation to customer complaints received by Service Delivery Engineers.

· Provide input to Service Delivery Management in regards to Service Desk Engineers performance for performance evaluations.

· Provide input to Service Delivery Manager in the development of Service Delivery Engineers training plans.

· Coordinate delivery of a consistent and uniform high quality service to customers.

· Regularly inspect, sample & audit the entire incident management process.

· Determine, document & closely monitor any areas that may need improvement.

· Support business improvement initiatives for the accounts (ie ISO certifications, Six Sigma Projects, ITIL processes)

Core Skills

· Technical; Adequate knowledge of applicable software to infer statistical data. Familiarity with the tools, concepts and methodologies of quality management.

· Behavioural; Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.

· Is self motivated and pro-active in heading off problems. Strong & effective communication, interpersonal, facilitation, presentation and report writing skills with desire to work as part of a team.

· Competencies: Customer focus, Interpersonal Savvy, Composure, Organisational Agility & Priority Setting. Excellent analytical ability to grasp key points from complicated details.

· Experience: At least 2 years of experience in a service delivery of which 1 year should be in a supervisory capacity preferably in the IT Managed Services environment.

Job Requirement

1. Minimum - Diploma in IT/Business Studies or equivalent.

2. Preferably with ITIL v3/ Process Mapping/Process Management/QMS/Quality Audit/7QC Tools/ISO 9001/20000 certification or knowledge.

3. Fluent in written & spoken English.

4. Excellent analytical abilities to grasp the key points from complicated details.

Job Roles

The ideal candidate is someone with strong customer service and troubleshooting skills to resolve all technical issues for our clients. The Service Desk Support Specialist typically revolves around providing IT support and assistance to end-users. The primary objective is to ensure that IT services and systems run smoothly and that end-users can effectively perform their tasks. Day to day responsibilities consist of: Installing, testing, maintaining and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, escalating issues accordingly, and maintaining communication with customers and technical teams.

Job Descriptions

· Provide first level client support.

· Respond to and resolve end-user requests and issues related to hardware, software, applications, and IT services. This includes troubleshooting technical problems, answering queries, and providing guidance.

· Receive, document, and categorise IT incidents reported by end-users. Follow predefined procedures to resolve incidents, ensuring minimal disruption to business operations.

· Process and fulfil service requests submitted by users. This may involve provisioning new accounts, resetting passwords, or providing access to specific resources.

· Provide remote assistance to users through phone calls, emails, chat, or remote desktop control tools. Guide users through technical troubleshooting steps when necessary.

· Use a ticketing system to log, track, and manage incidents and service requests. Ensure accurate and timely updates on the status of tickets and prioritise them based on urgency and impact.

· Maintain clear and effective communication with end-users, keeping them informed about the progress of their requests and providing estimated resolution times.

· Contribute to and utilise a knowledge base that contains solutions to common issues and frequently asked questions. Use this resource to resolve issues efficiently.

· Maintain accurate records and documentation of incidents, service requests, and resolutions. This documentation is essential for future reference and analysis.

· Escalate complex or unresolved issues to higher-level support teams or specialists. Ensure that escalated issues are well-documented and communicated to the relevant teams.

· Provide basic IT training and guidance to end-users to help them become more self-sufficient and informed about IT best practices.

· Monitor IT systems and services for potential issues or outages. Respond to alerts promptly and initiate incident management procedures as needed.

· Identify trends in reported issues and provide feedback to higher-level IT teams for system improvements or updates. Participate in process improvement initiatives to enhance service delivery.

· Promote and enforce IT security policies and practices among end-users to mitigate security risks and threats.

· Ensure that IT support activities adhere to relevant compliance standards, such as data privacy regulations and industry-specific requirements.

· Generate reports on incident and service request metrics, including response times, resolution times, and user satisfaction. Use this data to assess and improve Service Desk performance.

· Familiar in supporting Microsoft Windows and Apple MAC environments, including the windows stack, Active Directory, Exchange in-house and hosted e-mail systems.

Requirements:

· Background in computer science, information technology or a similar discipline.

· Experience working with customers, ideally online and in person.

· Previous success in a technical support position.

· Understanding of software maintenance and best practices.

· Ability to break down complex topics for different audiences.

· Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills.

· Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities.

· Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients.

· Experience in handling education sector users will be a big advantage.

Personality Traits

· Good communication skills.

· Fluent written and spoken English and Chinese.

Competencies

· Familiarity with ITIL practices and IT service management concepts is a plus.

· Relevant certifications in IT support or related fields will be advantageous.

Certifications

· 2+ years of experience in Microsoft Windows, iOS desktop level 1 support.

· 2+ years of providing support as a Level 1- Help Desk, Technical Remote Support/ Server, Desktop Support or Systems Administrator providing End User Support and Customer Service.

Duties include:

1. Maintain general cleanliness of school compound including cleaning of CCA venues, staff rooms and special rooms. This will include sweeping, mopping & clearing of rubbish etc

2. Arranging/re-arranging furniture for meetings/exams/functions as and when required

3. Moving heavy objects from point to point

4. Locking/unlocking classrooms

5. Operate and maintain basic office equipment & materials

6. Any other task assigned by the reporting officer

Responsibilities:

• Upon receipt of Pre-Alert, check and update details in Ksmart
• Check ETA and import charges with carriers/co-loaders and keep Customers updated on any delays
• Prepare payment to carriers/co-loaders for EDO
• Arrange needful transportation with all related customs clearance document and inform Customers ahead of delivery
• Ensure all Revenues/Costs are provisioned in Ksmart prior to month-end closing
• Timely billings to Customers and updating of Ocean P&L report
• Verify vendors invoices and submit to AP for posting promptly
• Upon receipt of booking request, secure space/equipment with carriers/co-loaders based on Customers’ preferred schedules
• Arrange needful transportation and inform Customers ahead of collection
• Request CIPL from Customers and prepare BL/SI/export Customs Clearance accordingly
• Prepare payment to carriers/co-loaders for final SWB
• Ensure all Revenues/Costs are provisioned in Ksmart prior to month-end closing
• Timely billings to Customers and updating of Ocean P&L report
• Verify vendors invoices and submit to AP for posting promptly
• Posting of Pre-Alert to destination offices/network agents promptly
• Provide quotations to inquiries received from all Kerry offices/network agents
• Regularly review our buying/selling to stay competitive and increase our market share
• Any ad-hoc tasks assigned by Superior/Manager

Requirements:

• Minimum diploma in logistics or business management
• Minimum 2 year of working experience in the logistics or freight forwarding industry
• Computer literate and familiar with MS Office
• Team player
• Fast learner and keen to progress and growth together with the company
• Meticulous and able to adapt to the fast pace working environment

About Us

When you work with us, you’ll find that we deliver results; without compromising on respect. We value each other’s differences while recognising individual strength.

We are the world’s leading contract logistics company. We create competitive advantage for our customers through customized warehousing and transportation services. We combine our global scale with local knowledge and sector expertise.

At DHL Supply Chain (DSC), there's more to a role than the work we do. Whatever your role is, we never forget that you make us who we are. We work hard to make sure a career with DHL is as satisfying and successful as it can be.

Join a supportive work environment where you’ll have the tools and training you need to grow and succeed.

DHL Supply Chain is Great Place To Work® certified.

Responsibilities

Relationship Management

• Act as the Single Point Of Contact to the assigned SL network customer
• Lead Business Reviews with customers for business continuity and sustainable partnership
• Work with respective Account Managers to ensure execution of Account Plans

Performance Management

• Align country’s Ops Performance with global/regional goals
• Ensure consistency and service quality in collaborations with Network Operations Area Logistics Manager or Regional Operations Manager
• Manage customer escalations and drive recovery plans
• Provide ad hoc reporting and analysis as assigned
• Identify Performance trends and hotspots

Continuous Improvement

• Facilitate CI programs in various aspects – operations, systems, financial audits in collaborations with Network Operations
• Share best practices across countries and accounts
• Supports process standardization to attain an operating standard model

Account Management

• Grow SL share of wallet for existing customers in the region, focusing on regional account plans, commercial ownership of accounts and regional proposals (RFQ, renewal, commercial CRF) ownership
• Ensure overall commercial ownership of SL account in the region (incl. regional management of Global account)
• Develop pro-active business retention and growth plans that protect/enhance margins and are aligned with key internal stakeholder strategies

Requirements

• Minimally 1 year of account management or customer program management experience preferred
• Solid understanding of the principles of supply chain management
• Excellent communications skills
• Strong analytical and problem solving skills
• Well-structured, change oriented and results focused

Job Highlights

• Fun, Teamwork culture with open communication
• Medical & Dental Benefits
• Training Provided

As an Operations Executive, you will serve as the first point of contact for our clients seeking assistance with our services over various channels. Candidates should demonstrate excellent and effective communication skills to handle client enquiries and feedback, offer appropriate solutions and ensure timely follow-up. The Operations Executive will also support the team in exploring new areas of growth, and provide administrative support to maintain our databases and other ad hoc administration duties or projects.

Candidates should have at least one year of experience in a customer service-related role and be comfortable with carrying out administrative tasks and duties.

Responsibilities:

· Process car advertisement submissions and ensure accuracy of information submitted online.

. Maintain overall advertisement and website quality by reviewing data for deficiencies or errors.

. Attend to clients' enquiries and feedback via phone calls, emails, and text messages.

· Conduct market research on car sales data

. Assist the Team to conduct UAT testing for new implementations on our website.

. Propose new ideas to improve and optimise existing features.

. Assist in conducting car photoshoots as and when required.

Requirements:

· Minimum GCE 'O' Levels

· Minimum 1-year of experience in customer service-related roles and office

administrative or office support roles

· Basic knowledge of Adobe Photoshop (On-the-job training will be provided)

. Fluent in spoken and written English and Chinese

· Excellent written and communication skills

· Meticulous in your work

· Monday to Friday, 10 am to 7 pm

Scope of Works:

1. Able to Carry Tables and Chairs

2. General Cleaning duties for Classrooms, Special rooms, School field etc.

3. Traffic Warden, Security duties, able to carryout minor repairs, DIY and assist the school to supervise term contractors.

4. Able to do shift duties

5. Other duties assigned by the school

Other Requirements:

1. Min 3 Yrs experience in School

2. Medically Fit

3. Able to understand and communicate in simple English or Mandarin

4. Good Team Player

You will provide professional and excellent customer service to ensure smooth operations of the clinics. You will perform frontline duties involving registration, appointment scheduling as well as cashiering. You will also assist the nursing and clinical staff on patient-related activities.

Requirements

• GCE ‘N’ Level / GCE 'O' Level / GCE 'A' Level/ ITE Skills Certificate in Healthcare / WSQ Higher Certificate In Healthcare (Operations)
• Previous hospitality, nursing or frontline customer service experience will be advantageous
• Proficient in MS Office applications
• Customer-oriented with good communication and interpersonal skills