Service Delivery Architect Tier3 (Cisco Viptela SD-WAN)

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

Make an Impact by:

Product Gate Reviews:

• Conduct comprehensive reviews for a new product launch before endorsing to service delivery, ensuring that processes, SLAs are well defined.
• Ensure that all necessary documentation, deliverables, are define and can be supported both by Implementation and Operations team.
• Ensure that both Day 1 and Day 2 delivery teams are fully capable of supporting the new product, both technically and operationally, providing ongoing support maintenance and lifecycle.
• Review existing processes to identify any areas that need adjustment or improvement, ensuring the new product's processes are optimized and seamlessly integrated.
• Facilitate workshops and meetings to discuss process improvements and gather feedback from internal stakeholders.

Technical Escalation Tier 3:

• Be a focal point for the customer’s operational and technical needs and become a trusted advisor with customers by deeply understanding their network and aligning their needs with Singtel solutions.
• Act as a customer advocate internally while effectively collaborating with internal teams including Technical Assistance Center, product management, engineering, pre-sales and quality management.
• Engage directly with customers to explain technical issues, provide detailed solutions, and deliver comprehensive Root Cause Analysis (RCA) reports.
• Maintain clear and effective communication with customers, ensuring they are informed and satisfied with the technical support provided.

Advanced Support and Troubleshooting:

• Assist Tier 1 and Tier 2 with escalated issues, offering experienced troubleshooting and solutions.
• Analyze and fix complicated technical issues with SD-WAN services and infrastructure.
• Participate, lead and resolve major incidents, by attending customer crisis call until resolution, and help to push escalations to principal vendors.
• Conduct root cause analysis for recurring issues and implement permanent fixes to prevent future occurrences.

Skills for Success:

• Experience in managing multiple product portfolio.

• Knowledge in creating detailed flow charts to visually represent business processes, workflows, and technical architecture drawings.

• Strong proficiency in flow charting software (e.g., Microsoft Visio, Lucidchart) and other process modelling tools.

• Knowledgeable in understanding of business process management (BPM) principles and methodologies.

• Must have experience working as an SDWAN or MPLS Escalation Engineer (Tier3).

• Must have Strong technical skills with an emphasis on Cisco Viptela SDWAN Networking, MPLS, TCP/IP, and Security.

• Must have experience with VPNs, IPsec, BGP, security protocols, and standards.

• Familiarity with LAN Wifi and network automation networks.

• Experience working with Cloud, SaaS technology provider (advantage).

• Excellent oral and written communication skills with a passion for working with customers.

• Primarily office-based and able to support on-call rotation escalation.

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Hiring Manager: Kwang Sheng Tan

Talent Acquisition Manager: Alan Zeng