SDO Controller

· Track and manage orders under the Operations Support Team



· Assist the Manager in generating and analyzing operational reports, providing recommendations for improvement

· Support customers and Customer fronting Unit (CFU) in provisioning matters

· Deliver excellent service to customers by supporting business operations

· Aid customers by handling enquiries through the Corporate Provisioning hotline and email



Customer Experience

· Achieve Customer Experience (CE) survey score KPI.

· Provide timely provisioning update and respond to customer enquiries.

· Coordinate with customer on service delivery issues.

· Participate in customer business review meetings, covering performance reports, service improvements, quality and processes.



Operations

· Investigate Internal and external escalation related to service delivery

· Collaborate with internal teams and external partners to ensure seamless customer service

· Manage fibre-based product orders and ensure commissioning on the Customer Request Date (CRD)

· Liaise with relevant teams and contractors to resolve operational issues in fibre service delivery.

· Ensure contractors close site survey tasks in DFF and ESOM within two hours of reporting.

· Assist the Manager in compiling weekly and monthly statistical reports.

· Handle escalation orders and highlight progress delays against milestones.

· Access workflow systems to retrieve jobs for contractors.

· Coordinate end-to-end order delivery (site survey, fibre installation, CPE installation) with Partners

· Manage DFF incidents with Singtel IT team related to appointment scheduling, CRD amendments, and failed CRDs

· Handle enquiries and provide support to Sales and Partners Handle

· Manage ESOM queue closures, bulk order bookings, and Mux recovery updates

· Support SWP claims verification in DFF

Not applicable



· Diploma in Engineering (Telecommunications/Info-Communications Technology preferred) or equivalent qualification.



· Minimum 2 years of working experience in the telecommunications or related industry (fresh graduates may also be considered).

· Proficiency in Microsoft Office applications, particularly Word and Excel

· Ability to work independently with minimal supervision while meeting tight deadlines

· Strong customer service orientation with a professional demeanor.

· Excellent communication skills, both written and verbal; proactive learner and collaborative team player

· Flexibility to work outside regular office hours on occasion.