Overview (Summary of the Role)
ARC(Advanced Response Center) Team Lead is required to work in a secure ARC environment. ARC is a type of commandcenter that specializes in providing technical support or customer service for products or services. An ARC typically employs trained and specialized agents who are knowledgeable about the product or service being supported. They may also use advanced technologies such as artificial intelligence, chatbots, and automation to assist with customer inquiries and support.
ARCs often handle more complex issues that cannot be resolved through standard support channels.
They may also provide 24/7 support and have multilingual capabilities to serve a global customer base.
In addition to providing technical support, an ARC may also be responsible for proactive monitoring and management of the product or service being supported, identifying, and resolving issues before they become problems for customers. This can help to improve overall customer satisfaction and reduce downtime for critical systems or services.
Overall, an ARCplays a critical role in ensuring that customers receive high-quality technical support and service for products and services.
ARC Team Leadis responsible for establishing, delivering and maintaining high delivery standards in Service Desk, NOC and SOC. He/she work closely with ARC engineers, operations lead, assistant
manager, manager and service delivery managers to achieve this purpose.
Functions & Responsibilities
- Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles).
- Ensure SLAs of accounts managed are met.
- Manage ARC engineers in a way to optimize their potential and productivity.
- Represent ARC in meetings with Service Delivery Managers and customers.
- Provide preliminary findings and investigation to customer complaints received.
- Perform ARC duties during peak period.
- Provide inputs with regards to ARC engineers’ performance evaluations.
- Provide inputs to the development of ARC engineers’ training plans.
- Coordinate delivery of a consistent and uniform high quality service to customers.
- Regularly inspect, sample & audit the entire incident or service request management process.
- Determine, document & closely monitor any areas that may need improvement.
- Support business improvement initiatives for the accounts (ie.,ISO certifications, Six Sigma Projects, ITIL processes).
- Record and manage all transactions/cases in Service Management System.
- Broadcast notifications to the relevant parties.
- Provide timely status update, follow up on cases escalated until closure within the service level agreement.
- Ensure daily tasks are executed according to the Standard Operation Procedure.
- Be ready to support and response to 24x7 activities including arranging backup for engineers to work.
Requirements
- University Degree with good result in English.
- Willing to respond to activities after office hour.
- At least 3 years of IT support experience preferably in the IT service desk, NOC and SOC environment.
- Have technical knowledge & skills in following :-
- M365
- MS Excel functions (Pivot, filter, graphs)
- MS PowerPoint
- MS Windows
- Basic Desktop Troubleshooting & Resolution
- Basic Network Troubleshooting & Resolution
- BMC Remedy / ServiceNow
- Cloud Telephony system
- Good communication skill in English.
- Good customer service skill.
- Leadership skill.
- ITIL4 Foundation certified.
- Knowledge of service quality skill.
- Knowledge of service level management.
