Manager, Managed Infrastructure Support
Industry: Science & Technology
Specialism: Information Technology (IT) - Network & System
Posted on 06 May 2026
About Company
Our Client is a 100% subsidiary company of a Japanese information and Communications Company. They are one-stop service provider of all communication services . Their Singapore office is the regional HQ, providing comprehensive global and local communication services to companies developing their businesses in the region including Singapore, by tailoring services according to the characteristics of each region.
Job Description
- Case Management: Assess incoming cases, engineer assignment, and monitor resolution progress.
- Internal & Cross-Department Coordination: Handle internal escalations, provide guidance, and collaborate with other departments.
- Escalated Case Support: Manage complex or irregular cases caused by urgency, manpower shortages, or incomplete information.
- Incident Response & Complaint Handling: Lead incident response efforts and address customer complaints professionally.
- Process Improvement: Streamline internal processes (e.g., subscription validity misalignment) and implement best practices.
- DX Initiatives: Drive or initiate digital transformation projects to enhance customer and employee experience.
- Service Quality Control: Conduct regular checks on due diligence daily tasks and implement corrective measures.
- Sales Support: Handle inquiries from new customers or renewal requests, collaborating with sales teams.
- KPI Planning & Management: Define, execute, and monitor KPIs for the support team, ensuring alignment with organizational goals.
- Staff Performance Management: Set individual KPIs, conduct appraisals, and provide coaching to improve performance.
- Service & Product Design: Contribute to service and product design planning, leveraging customer feedback and support insights.
- Other ad hoc duties as assigned by the company
Job Requirements
- At least 10 to 15 years of experience IT Industry with a minimum of 5 years of managerial experience
- Proven experience in technical support management
- Strong leadership, communication, and problem-solving skills
- Ability to manage cross-functional teams and complex escalations
- Experience working in a customer-facing role
- Strong Experience in carrier Network Architecture and Telecom Delivery Environment will be a plus point
- Ability to support 24/7 to handle remote coordination for emergency or high priority cases
- Bachelor’s degree in IT, Engineering, or related field
Compensation
- Work location: Tanjong Pagar
- Working hours: Monday to Friday 8:30AM - 5:30PM
- Performance Bonus
- Annual Leaves
- Group Insurance including, personal accident insurance coverage
- Career growth opportunities
- Diverse culture and teamwork working environment