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Analyst, AVVC and Premium Support

Location: 

Singapore, SG

Job Function:  Data & Technology
Job Type:  Permanent
Req ID:  6604

Analyst, AVVC and Premium Support

 

The Technology Group (TG) is a key enabler to keep our business moving forward and is constantly exploiting state-of-the-art information technologies to enhance GIC’s ability to be the leading global long-term investment firm. We aim to provide users with empowering and transformational capabilities, and to create an inclusive, innovative and integrated work environment.  

 

We are looking for an Engineer, Audio Visual and Video Call (AVVC) and Premium Support, to join us and be part of our AVVC and Premium Support team within Technology Group.

 

Responsibilities

  • Provide operations and governance support in managing AVVC and Premium Support, in accordance to ITIL best practices and relevant IT service management (ITSM) processes within GIC Technology Group.
  • Provide prompt turnaround time for operational provisioning and scalability of AVVC systems with stable performance achieved
  • Provide End-To-End responsibility for time critical tasks, by engaging the appropriate vendor to perform the activities
  • Respond to requests & incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications
  • Involve in vendor escalations, through direct vendor contact or partnership with other internal teams. Setting goals and evaluate vendor performance
  • Manage a team to provide effective and timely day-to-day AV operational and technical support services
  • Provide administrative direction and support for daily operational activities
  • Collaborate with the Events Management service, oversee and provide specialist AV support for events
  • Create, maintain, and distribute service management reports of progress to senior management
  • Provide responsive and high quality Premium Support Services for VVIP and to promptly address and resolve any issues reported by key VVIP premium users.
  • Maintain and develop ITSM documentation and standard operational procedures
  • Recommend new approaches, policies and procedures to continually improve efficiency of operations and processes performed by the team
  • Ensure compliance with IT security standards, policies and procedures.

 

Requirements

  • Minimum Diploma in Engineering with 7 years of AV experience
  • Certification in relevant AV and EUX technology
  • Knowledge on basic TCP/IP Network protocol architecture
  • Experienced in setting up Meeting Room Audio Video/Video Conferencing (AVVC) Equipment
  • Familiar with Crestron product, AMX product, EXTRON product and CISCO VC endpoints
  • Experienced in managing Tandberg Management Suite, Telepresence, WebEx, ZOOM (Enterprise VC Solution)
  • Strong experience in managing service delivery vendor teams, specifically in the area of AVVC.
  • Ability to work autonomously and set priorities to meet deadline-driven environment
  • Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks
  • Positive service mindset
  • Strong advocate for automation and demonstrate strong passion, interest and knowledge in automating the processes within the team and division
  • Require commitments on after office hours and weekend support. Able to work in flexible hour
  • Keen to learn new technology knowledge and tech skillsets in EUX related technology
  • A team player who thrives and who is keen to influence others with means of new technologies.

 

An added advantage if you have experience in

  • BMC suite of ITSM functions
  • ITIL certified
  • Service Automation Experiences
  • Financial industry experiences

Our PRIME Values

Our PRIME Values

GIC is a values driven organization. GIC’s PRIME Values act as our compass, enabling us to fulfil our fundamental purpose and objectives. It is the foundational bedrock which governs our behaviors, our decision making, and our focus. It informs both our long-term strategy as a firm, and the way we relate to our Client, business partners and employees. PRIME stands for Prudence, Respect, Integrity, Merit and Excellence.