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