Incident Lead

TRT Global Solutions; Mabalacat; On-site; PHP 1,116,000 - 1,674,000; Full time

Benefits offered by this job

Health insurance

Pay raise

13th month salary

Bonus pay

Performance bonus

Job summary

TRT Global Solutions in the Philippines is seeking an experienced IT Maintenance Supervisor to lead a team in Clark Global City. You will ensure logged incidents are resolved within SLAs, coordinate internal personnel and service calls, and maintain professional client communications.

This full-time role requires at least 3 years supervising personnel in IT maintenance service providers, and basic knowledge of IT hardware and software maintenance.

Qualifications

• Must have at least 3 years of experience supervising personnel in the IT maintenance service provider industry.
• Basic knowledge in IT hardware & software maintenance services.

Responsibilities

• Ensure all logged incidents are resolved within SLAs.
• Ensure internal personnel work efficiently to meet SLAs.
• Maintain prompt, professional, and reliable customer communication during service calls.
• Meet or reschedule commitments with customer knowledge and approval.
• Send executive updates in a timely and accurate manner.
• Escalate issues to the correct channels promptly.
• Manage initial client escalations for service calls.
• Ensure all requirements are completed before closing service calls.
• Update service calls with accurate information promptly.
• Ensure proper handover of service call tasks at shift changes.

Job description

Required Deliverables:

• Ensure all loggedincidents are resolved within SLAs.
• Ensure all internal personnelinvolved in a service callwork efficientlyto meet SLAs.
• Ensure allcustomer communication within a service call is prompt, professional, and reliable.
• Ensure all commitments made to customers are met or rescheduled with their knowledge and approval.
• Send executive updatesin a timely and accurate manner.
• Escalate issues to the correct channelspromptly.
• Manage initial client escalations for service calls.
• Ensure all requirements are completed before closing service calls.
• Update all service calls with accurate information promptly.
• Ensure proper handover of service call tasks at the start and end of each VCA/GSD shift rotation.

Requirements

• Must have 3 years up of experience in supervising personnel in IT maintenance service provider industry
• Must have basic knowledge in IT hardware & software maintenance services
• Willing to be assigned in Clark Global City Office & work in shifting schedule

Job Type: Full-time

Pay: Php100,000.00 - Php150,000.00 per month

Benefits:

• Health insurance
• Pay raise

Schedule:

• 12 hour shift
• Rotational shift

Supplemental Pay:

• 13th month salary
• Bonus pay
• Performance bonus