Responsibilities:
- Lead and manage the daily operational Service Support and assist the respective Service Towers on the Managed Services outsourcing client and customers’ businesses
- Required to plan teams daily, monthly schedule, project schedules and monitor the yearly leave plans.
- Responsible for account services and prioritization of work requests for customers, as well as to integrate new, enhanced and existing service offerings for the account
- Ensure effective implementation and adhere to processes of customers such as Incident and problem management.
- Monitor and ensure the service delivery and Service Level Agreements meet the company obligations
- Identify, implement and drive service improvements to enhance customer satisfaction
- Involve in Change Management and resource forecasts to ensure effective delivery of end-to-end services; interpret and plan on-going projects and workload forecasts
- Provide relevant reporting and trend analysis statistics to pro-actively support and improve the customers’ businesses
- Attend regular customer and internal meeting
Requirement:
- Comfortable taking Measles and Diptheria vaccination
- Degree/Diploma in Engineering/Computer Science/ IT
- Minimum of 5 years’ experience in a technical service role
- Possess IT skills in MS Windows, desktop hardware and network environments
- Ability to lead, analyse, diagnose and resolve account service issues
- Strong organizational and interpersonal skills and customer oriented
- Effective verbal and written communication skills
- Independent and results oriented
- Must be a team player that committed to his team
- Experience working within an IT Outsourcing and/or organization
- Possession of industry certifications such as A+, N+ and/or MCSE/CCNA will be added advantage
