Executive Monitoring Support

Job Summary:

The monitoring support is responsible for the proactive monitoring of 24x7 service orders and acting as a control tower coordinating service deliveries with various internal service teams including Service Delivery Manager, Technical Support, Technical Account Managers, Part Planning, Logistic & Field as well as external partners (local service providers) to ensure services are delivered to the customer within the committed turnaround time.

Key Responsibilities:

1. Proactiveness 24x7 monitoring & real-time visibility to business service order deliveries within SLA.
2. Control tower & coordination of service delivery related responses & activities.
3. Oversees IT related issues (Jira Ticketing) that are essential to business.
4. Situational awareness & ongoing communication to internal business stakeholders & external partners.
5. Daily close monitoring on Open tasks (Service Order).
6. Proactive monitoring of service order deliveries to ensure timely repair within service level agreement.
7. Control tower of general enquiries, operational activities & escalations via phone/email/chat/Communicator queue to ensure resolution & customer satisfaction.
8. Action on requests & provide response with progress updates promptly until issues are resolved.
9. Interpreting data, analyzing results using statistical techniques.
10. Interface with relevant service teams to work for part relation & substitution, revision delivery ETA, service deferral and other alternatives on any miss or potential delay.

Skills Required:

1. Undergraduate degree/diploma in IT or Business related.
2. Fresh graduates are encouraged.
3. Work in 24x7 rotational shift environment.
4. Strong language competencies in English OR Mandarin.
5. Basic Microsoft Office (Outlook, Excel and PowerPoint) skills.
6. Call center/Tech Support/Services/IT & technical experience preferably with monitoring/ServiceNow tools.
7. Case monitoring & management.
8. Ability to work effectively in a team environment with both technical and non-technical staff.

Attractive Packages:

1. Attractive Salary (RM3,000 - RM4,000).
2. Shift Allowance.
3. Performance related bonus for confirmed staff.
4. Annual Leave 15 days.
5. Medical Leave 14 days.
6. Medical and hospitalization coverage.
7. Working Location: Menara TA One.