RM6,300 - 7,500 monthly
Bilangan Pemohon
:000+
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Job description
• Detect, monitor, and forecast trend forces utilizing data sets from multiple sources. Helps drive new thinking in demand forecasting.
• Identifying trends, patterns, and insights within ticket data to improve service delivery and efficiency.
• Coordinate a new plan if expected outcome not achieved.
• Proactively prevent the occurrence of incidents, problems, and errors by driving the Root Cause Analysis and implement preventative measures to prevent re-occurrence.
• Report to SME/Leaders any situations affecting the proper delivery of analysis, such as: repeated outages, access issues, data unavailability, etc.
• Cooperate and cross check information and actions with other Delivery Enablement areas monthly.
• Attend and/or provide input into Operational/Governance Meetings as required.
• Identify opportunities to improve documentation. CI analysis, solution analysis etc.
• Evaluate the key performance metrics needed to reduce common SvD contacts, use trending to demonstrate reduced volume specific to solutions proposed.
• Create and communicate presentation related to status, roadblocks as found via global & regional trending.
• Providing recommendations for process optimization and automation based on ticket data analysis.
• Monitoring and tracking key performance indicators related to ticket management and resolution.
• Supporting continuous improvement initiatives by leveraging ticket data insights.
• Staying updated on industry best practices and emerging trends in ticket management and data analysis
Requirements
Additional information
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