Executive - Incident Management (English Language Support)

Job Description

The 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 the involved delivery units if necessary.
• Verify the debriefing of calls or tickets and, if necessary, collect missing information.
• Ticket Monitoring and Escalation management.
• Proactive open call monitoring to ensure the fulfilment 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 among the stakeholders.
• Manage the resolution of ticket-specific service delivery issues through route cause analysis of missed SLAs. If applicable, detect recurring causes, propose specific ‘get well’ plans, and take the lead for agreed-upon action plans.
• Closely interact with businesses and provide ad-hoc solutions to their 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.

Skill Requirements:

• Strong language competencies in English language.
• Call center or service experience in IT and technical experience, preferably with monitoring tools, will be an added advantage.
• Case monitoring and management.
• Ability to work effectively in a team environment with both technical and non-technical staff.
• Undergraduate degree or diploma in IT or business-related fields.
• Able to work the night shift.
• Work in a 24-hour rotational shift environment.
• Basic Microsoft Office (Outlook, Words, PowerPoint, and Excel) skills.
• Ability to manage adverse and ambiguous situations.

The Package :

• Attractive Salary (RM3,500 – RM4,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.