Incident Lead

Required Deliverables:

• Ensure all logged incidents are resolved within SLAs.


• Ensure all internal personnel involved in a service call work efficiently to meet SLAs.


• Ensure all customer 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 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 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