Executive – Incident Management (English & Tagalog Language Support)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 root 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 standby after office hours to manage escalation from other continents and regions.
Responsible for ensuring that the set KPIs are achieved.
Requirements for the Role:
Degree in IT related disciplines (preferred).
Good command of spoken and written English & Tagalog.
Minimum 1 year experience in a similar position.
Contact Centre experience is an added advantage.
Undergraduate degree/diploma in IT or Business related.
Able to work night shift. Work in 24x7 rotational shift fast-paced environment.
Well versed in Windows Operating Systems and Windows Office.
Well versed in software and hardware.
Possess initiative, able to work independently and as a team.
Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
Only shortlisted candidates will be notified.#J-18808-Ljbffr