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:

Schedule:

Supplemental Pay: