The monitoring support is responsible for the proactive monitoring of 24x7 service orders and acting as a control tower coordinating service deliveries with various internal services. Teams including Service Delivery Manager, Technical Support, Technical Account Managers, Part Planning, Logistic & Field as well as external partners (local service providers) to ensure services are delivered to the customer within the committed turnaround time.

Responsibilities of the Role:

• Coordinate the resolution of all escalations. Accountable for directly working with the business to assist in all case escalations.
• Manage escalations of open tickets from customers or internal delivery units with the support of involved delivery units if necessary.
• Verify debriefing of calls or tickets and if necessary, collect missing information.
• Ticket Monitoring and Escalation Management.
• Proactive open call monitoring to ensure the fulfillment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.
• Identify and execute robust and continuous improvement opportunities within the stakeholders.
• Manage resolution of ticket-specific service delivery issues, through route cause analysis of missed SLAs. If applicable detect recurring causes and propose specific ‘get well’ plans and take the lead for agreed action plans.
• Closely interact with businesses and provide ad-hoc solutions to their solution needs.
• Require to standby after office hours to manage escalation from other continents and regions.
• Responsible for ensuring that the set KPIs are achieved.
• Post-processing of incorrect or incomplete debriefed calls, informing all involved parties about remedial actions to prevent those “failures” in the future. Support of creating customer-specific quality reports and recognition of chargeable services based on detailed debriefing data and checked against customer contracts.

Requirements for the Role:

• Diploma/Degree in Information Technology ,Business related disciplines.
• Good command of written and spoken English.
• At least 1 year experience in a technical support call centre preferably with monitoring tools.
• Case monitoring & management experience.
• Ability to work effectively in a team environment with both technical and non-technical staff.
• Work in 24x7 rotational shift environment.

Attractive Package:

• Attractive Salary (RM3,000 - RM4,000)
• Performance related allowance on a quarterly basis for confirmed staff
• Annual Leave 15 days
• Medical Leave 14 days
• Medical & Hospitalization coverage