Executive - Incident Management (English and Tagalog Language Support)

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service provider is seeking an Executive for Incident Management to handle escalations and ensure SLA compliance. The ideal candidate is proficient in both English and Tagalog, holds a degree in IT, and has at least 1 year of experience in a similar role. Responsibilities include managing ticket resolutions, proactive monitoring, and collaborating with businesses for efficient problem-solving. This full-time role in Kuala Lumpur offers an attractive salary and numerous benefits including bonuses, medical coverage, and leave days.

Benefits

Attractive Salary (RM3,500)

Housing Allowance (RM500)

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• Minimum 1 year experience in a similar position.
• Able to work night shift in a 24x7 environment.

Responsibilities

• Coordinate the resolution of all escalations.
• Manage escalations of open tickets from customers.
• Verify debriefing of calls and tickets.
• Monitor ticket statuses and ensure SLA fulfillment.
• Conduct root cause analysis of missed SLAs.

Skills

Good command of spoken and written English

Good command of spoken and written Tagalog

Ability to work independently and as a team

Dynamic and highly motivated

Results-oriented team player

Well versed in Windows Operating Systems

Contact Centre experience

Education

Degree in IT related disciplines

Undergraduate degree/diploma in IT or Business related

Job description

Executive - Incident Management (English and Tagalog Language Support)

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Responsibilities

• 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 route 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.

Skill Requirements

• 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 advantage.
• Undergraduate degree/diploma in IT or Business related.
• Able to work night shift. Work in 24x7 rotational shift face pace 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.

Package

• Attractive Salary (RM3,500).
• Housing Allowance (RM500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Associate

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.