IT Incident Lead — SLA Champion (Shift-Based)

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

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.