Job Summary:

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 service 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.

Key Responsibilities:
•    Proactiveness 24x7 monitoring & real-time visibility to business service order deliveries within SLA.
•    Control tower & coordination of service delivery related responses & activities
•    Oversees the IT related issue (Jira Ticketing) that is essential to business.
•    Situational awareness & ongoing communication to internal business stakeholders & external partners
•    Daily close monitoring on Open task (Service Order)
•    Proactive monitoring of service order deliveries to ensure timely repair within service level agreement.
•    Control tower of general enquiries, operational activities & escalations via phone/email/chat/Communicator queue to ensure resolution & customer satisfaction.
•    Action on requests & provide response with progress update promptly until issue resolved.
•    Interpreting data, analyzing results using statistical techniques
•    Interface with relevant service teams to work for part relation & substitution, revision delivery ETA, service deferral and other alternatives on any miss or potential delay.

Skills Required:

•    Undergraduate degree/diploma in IT or Business related.
•    Fresh graduates are encouraged.
•    Work in 24x7 rotational shift environment
•    Strong language competencies in English OR Mandarin.
•    Basic Microsoft Office (Outlook, Excel and PowerPoint) skills
•    Call center/Tech Support/Services/IT & technical experience preferably with monitoring/ ServiceNow tools 
•    Case monitoring & management
•    Ability to work effectively in a team environment with both technical and non-technical staff

Attractive Packages:

•      Attractive Salary (RM3,000 - RM4,000).
•      Shift Allowance 
•      Performance related bonus for confirmed staff.
•      Annual Leave 15 days.
•      Medical Leave 14 days.
•      Medical and hospitalization coverage.
•      Working Location: Menara TA One.
•      Work in 24x7 rotational shift environment