• Managed Services Control Tower - Executive - Monitoring Support (English and Mandarin Language)


    Job Description
    The Position:
    • The Executive -Monitoring Support role provides proactive 24x7 monitoring of service order deliveries within the SLAs stipulated.

    The Responsibilities of the Role:
    • Daily close monitoring on Open task(s)(Service Order).
    • Proactive monitoring of service order deliveries to ensure timely repair within the 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 a response with progress updates promptly until the issue is resolved.
    • Engaging internal services teams and external partners (service providers) to work on service delivery-related issues.
    • Interface with relevant service teams to work for part relation & substitution, revision delivery ETA, service deferral, and other alternatives on any miss or potential delays.
    • Provides 24x7 support and coordination for the crisis, planned/unplanned events, and escalations.
    • Any other task(s)as assigned by management.

    Skill Requirements:
    • Diploma/Degree in IT or Business related disciplines.
    • Excellent command of spoken and written English and Mandarin.
    • Call center/Tech Support/Services/IT & technical experience preferably with monitoring tools.
    • Prior experience with ServiceNow knowledge, or have experience with other systems (PBI, SQL, Qliks, RPA, etc)
    • Ability to work effectively in a team environment with both technical and non-technical staff.
    • Possess initiative, able to work independently and as a team.
    • Dynamic, highly motivated, and result-oriented team player with good interpersonal skills.
    • Contact Centre Operating Days/Hours: 24/7
    • Ability to work in a 24x7 rotational shift environment.
    • Ability to work night shifts.
    • 5-day week; off days based on roster.

    The Package :
    • Attractive Salary.
    • Performance-related allowance on a quarterly basis for confirmed staff.
    • 15 days Annual Leave.
    • 14 days of Medical Leave.
    • Medical and hospitalization insurance coverage.

    Experience Required :
    • Associate

    Location :
    • Kuala Lumpur, WP, Malaysia.

    Employment Type :
    • Full Time.