Incident Management Executive (Multinational IT)

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Applies knowledge of problem routing, tracking and escalation procedures.
• Accepts and routes calls; Gathers problem information and records data in desktop tools
• Monitors incident status and escalates cases that are not resolved in a specific time frame
• Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction.
• Act as single point of contact for Financial customers with Incident Management Services.
• Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
• Monitor networks for customers
• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
• Resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
• Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
• Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
• Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage

Job Requirements

BASIC QUALIFICATIONS:

• A Bachelor's degree in commerce, information technology, English literature or relative.
• Fluency in English is a must
• 0-1years of related experience
• Keyboard proficiency and understanding of Windows-based applications