Executive Monitoring Support (Mandarin)

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:
• Proactiveness 24x7 monitoring & real-time visibility to business service order deliveries within SLA.
• Control tower & coordination of service delivery related responses & activities
• Oversees the IT related issue (Jira Ticketing) that is essential to business.
• Situational awareness & ongoing communication to internal business stakeholders & external partners
• Daily close monitoring on Open task (Service Order)
• Proactive monitoring of service order deliveries to ensure timely repair within service level agreement.
• Control tower of general enquiries, operational activities & escalations via phone/email/chat/Communicator queue to ensure resolution & customer satisfaction.
• Action on requests & provide response with progress update promptly until issue resolved.
• Interpreting data, analyzing results using statistical techniques
• 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:

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

Attractive Packages:

• Attractive Salary (RM3,000 - RM4,000).
• Shift Allowance.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One.
• Work in 24x7 rotational shift environment.