High Touch Operations Manager & High Touch Engineer

About the role

Millennium Technology Services (MTS) is hiring two customer-facing roles in Singapore supporting enterprise network environments. The High Touch Operations Manager leads service coordination and customer escalations, while the High Touch Engineer handles complex network troubleshooting and root cause analysis. Candidates apply by submitting their CV and indicating which role they are interested in.

Key responsibilities

• High Touch Operations Manager: own operational escalations, track open support cases and action items, and follow through on customer commitments.
• Lead weekly customer status calls and present quarterly service reviews covering case trends, customer satisfaction, service gaps and recommended improvements.
• Represent customer priorities to post-sales support teams and keep management updated on escalated issues.
• Guide customers through support processes, manage customer-facing projects and internal service improvements, and travel for quarterly customer site reviews.
• High Touch Engineer: diagnose and resolve complex network incidents in large-scale customer environments.
• Act as technical point of contact, isolate faults and deliver root cause analysis in line with support commitments.
• Work with support engineers and customer teams to drive cases to resolution and contribute to case reviews and quarterly business reviews.
• Provide product and systems training, and maintain accurate documentation of incidents, configurations and changes.

Required profile

• Operations Manager: 3-5 years of experience in customer support, IT service delivery, support operations or project management; bachelor's degree or equivalent experience; ITIL certification.
• Engineer: more than 5 years of experience in network environments, including hands-on troubleshooting of complex issues in large-scale enterprise networks; bachelor's degree in Computer Science, Information Technology or a related field.
• Strong communication and presentation skills, with the ability to influence stakeholders and coordinate across teams during escalations.

Required skills

• CCNA or equivalent networking knowledge, with a good understanding of Cisco products, solutions and support processes.
• Ability to isolate faults, identify root causes and explain findings clearly to customers.
• Experience using service data and customer feedback to identify gaps and recommend improvements.
• CCNP or CCIE highly desirable; experience with Cisco enterprise networking, SD-WAN, wireless, data centre networking (including ACI) or network security is an advantage.