05 Mar 2024
Universal Command Centre Executive -Incident Management
Role Summary:
The Incident Resolution Management Agent is responsible for the resolution of service requests and associated services issues for nominated customers in ‘real time’. This includes proactively monitoring of open tickets to ensure achievement of contracted service levels. Post processing of service requests by documenting individual services / agreements and verification of resolution information. Oversees the IT related issues that are essential to business.
Responsibilities of the Role:
· Manage and coordinate the resolution of all 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.
· 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 root 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. Support of creating customer-specific quality reports and recognition of chargeable services based on detailed debriefing data.
Requirements for the Role:
· Call centre and Customer Services experience. IT & technical experience preferably with monitoring tools will be added advantage.
· Case monitoring & management
· Ability to work effectively in a team environment with both technical and non-technical staff.
· SPM/ Undergraduate degree/diploma in IT or Business related.
· Fresh graduates are encouraged.
· Able to work for night shift.
· Work in 24x7 rotational shift environment.
· Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts and other languages are added value.
· Basic Microsoft Office (Outlook, Words, PowerPoint, and Excel) skills.
· Ability to manage adverse and ambiguous situation.
· Strong ownership & teamwork for win-win framework
Attractive Package:
· Attractive Salary (RM 3,500 - 4,000)