Job Family / Department: eXpert Operation Center (XOC) / Technical
Reporting: Supervisor, XOC Operations
Functions/Responsibilities:
Part of the Managed Services team as a Service Desk and Monitoring. Your responsibilities include technical administration and First point of contact for Net One Asia Group Maintenance Customers. You are expected to work with our client and internal teams to ensure IT Support Services are delivered based on the agreed service level definition, much to the satisfaction of both customers and company. Managing a customer's expectation is part of your job scope, which requires you to work closely with external and internal team members
-To monitor the data centre and act as a primary responder to address various system alerts coming into Customer and Datacenter.
-Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics.
-To perform remote maintenance tasks ensuring "uptime" and providing Fault handling and escalation (identifying and responding to faults including liaising with 3rd party suppliers, handling escalation through to resolution).
-Resolve an issue using standard practice, procedure, and workflow processes.
-Participate in routine/regular operation meetings and discussions as part of the service improvement plan.
-Able to work 12-hour shifts as part of the 24/7 shift rotation.
-Comply with XOC operations procedures and processes for the respective services!
-Assists team (standby duty) with other duties required to operate the support centre smoothly.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-net-one-asia-sdn-bhd-job-associate-executive-xoc-operations)
; Requirements:- Performance Requirements:
-Ability to prioritize effectively and work with a sense of urgency.
-Ability to work independently with a significant "attention to detail."
-Fast learner and ability to work under minimal supervision.
-A team player who effectively communicates with teammates and superiors.
Technology Competencies and Experience Requirements:
-Familiarity with customer services, service desk operation and monitoring software is an added advantage.
-Have the general knowledge of Information technology (IT) or process knowledge and related components to ensure quality in the Operation Center.
-Fresh graduate is encouraged to apply.
Education or Certification:
-Minimum a Diploma in IT / Computer Studies or equivalent.
-Good Spoken and Writing Proficiency in English.