Universal Command Centre Executive -Incident Management

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 ticketspecific 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 adhoc 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.

Postprocessing of incorrect or incomplete debriefed calls. Support of creating customerspecific 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 nontechnical 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 winwin framework

Attractive Package:

Attractive Salary (RM)

• Allowances up to RM850

• 15 days Annual Leave
• 14 days Medical Leave
• Medical and hospitalization insurance coverage