About the job
The Rapid Deployment Operations Engineer at Xcellink works within the Rapid Deployment Operations Team in Singapore (West). This role partners with Service Delivery, Support, and Project Teams to address technical challenges, support production deployments, and provide technical assistance during incidents. Regular collaboration with stakeholders is key to maintaining smooth operations and service quality.
Main Responsibilities
- Support the Service Delivery Team in meeting service standards as outlined in Service Level Agreements (SLAs) with customers.
- Share feedback with the Service Delivery Team on HR and operational topics that impact service commitments.
- Respond to and resolve operational issues raised by customers or the Service Delivery Manager.
- Implement service recovery plans when required.
- Take part in candidate interviews to assess fit for project needs.
- Assist the Operations Lead in managing project teams to ensure projects are delivered successfully.
- Work with the Service Delivery Manager and Customer Team Lead to address any SLA breaches by the support team.
- Join monthly and quarterly operations reviews with stakeholders to discuss SLA adherence and related topics.
- Integrate with project teams as needed to help deliver on project objectives.
- Participate in discussions about improving service quality and operational processes.
- Develop training programs focused on technical skills and soft skills.
- Set up and maintain knowledge transfer processes for smooth team transitions.
- Help refine operational processes to strengthen Xcellink’s service management and delivery.
- Oversee the development and rollout of training and process documentation for the Service Delivery Team and Customer Operations.
- Ensure the Support Team follows Customer Business Standards and controls, protecting intellectual property rights.
- Carry out other duties as assigned by the Supervisor or Operations Lead.

