Assistant Manager, Fault Management Center (FMC)

ENGIE Services Singapore is a leading provider of Integrated Facilities Management solutions (IFM), property management, operations and maintenance, specialized rail engineering works, sustainable solutions and FM Consultancy services. With strong presence in various counties across South East Asia, we operate across mission-critical industries - aviation, transportation, healthcare, education, government and commercial.

ENGIE understands the integrated role of facility management and the value of it can be expanded beyond the traditional approach. As a total FM, specialized engineering and sustainable real estate solutions service provider, ENGIE offers a comprehensive range of technical, digital and support services customisable to best suit your unique needs.

Responsibilities:

• Lead and manage the Fault Management Center (FMC) team, including FMC Team Leaders and Operators, to ensure smooth daily operations.
• Schedule manpower and ensure minimum manning requirements are consistently met.
• Train, guide, and equip team members with up-to-date knowledge of processes and procedures.
• Ensure updates to contact lists and related documentation are carried out promptly.
• Monitor all outstanding tickets, identify those pending closure, and follow up for timely updates.
• Create, analyze, and present operational reports to management and stakeholders.
• Manage customer relationships and coordinate with internal teams as required.
• Oversee manpower allocation and support operational planning.
• Perform backup or download of recordings when required.
• Handle any ad-hoc tasks assigned by superior.

Requirements:

• At least a tertiary or diploma qualification.
• At least three (3) years of relevant experience in Helpdesk/Call Centre operations and management.
• Able to work independently and possess good interpersonal skills.
• Good verbal and written communication skills.
• Proactive, able to work with minimal supervision, and able to perform under pressure.
• Service-oriented mindset with a high level of initiative and integrity.
• Building and M&E knowledge is preferred.
• Strong leadership qualities with good planning and organizational skills.
• Has a good safety mindset and displays good WSH behaviour.