IT Operation Support Engineer - ITSM

Description :

Operation Support FIS Line Support

Prefer Singaporean / Singapore PR (Open for Non-local)

Number of positions : 4 Positions. (1 Position per shift, 4 shifts to support 24x7 operation) Shift

About the role you will :

Work as part of a 24/7 shift team, providing continuous support to ensure uninterrupted factory operationsincluding nights, weekends, and holidays as scheduled.

- Receive and process service requests in accordance with established procedures

- Identify and diagnose issues based on provided guidelines

- Escalate complex or unresolved incidents promptly to appropriate teams

- Log and maintain accurate records of incidents and service requests

- Categorize and classify incidents and service disruptions effectively

- Document incidents by symptoms and resolutions for future reference

- Analyze user-reported problems systematically and identify solutions, including potential side effects

- Collaborate with global support teams to quickly diagnose and resolve issues, ensuring systems are restored or responded to as required

- Support information security compliance by ensuring all factory clients operate in a secure environment aligned with global policies

Your experience includes :

Must Have :

- Customer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important.

- Patience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology.

- Responsiveness and Accountability - Quick to respond to issues and take ownership until resolution.

- Attention to Detail - Carefully investigate problems and document findings accurately.

- Team Collaboration - Willing to work closely with developers, infrastructure, and business teams.

- Basic IT troubleshooting skills (hardware, software, network)

- Incident and request handling using ITSM tools (e.g., ServiceNow, Remedy)

- Basic networking knowledge (IP, DNS, DHCP, LAN/WAN)

- Windows OS and client support (installation, configuration, remote support)

- Shift work readiness (ability to work 24/7 including nights/weekends)

- Clear communication skills (English proficiency for global coordination)

- Info Security awareness (basic compliance and safe practices)

Good to Have :

- Experience with manufacturing execution systems (MES)

- Basic SQL/database query skills (for troubleshooting data issues)

- Monitoring tools knowledge (e.g., Nagios, Zabbix, Splunk)

- Familiarity with server environments (Windows Server, Linux basics)

- Understanding of ITIL framework (especially incident and problem management)

- Remote desktop and VPN troubleshooting

- Basic scripting knowledge (PowerShell, Python for automation)

Education Requirements :

- Minimum qualification of Diploma/ITE graduates in Computer Science/Electronics/IT or equivalent