Assistant Manager - Incident Management Senior Engineer Mandarin Cantonese support
Assistant Manager - Incident Management Senior Engineer Mandarin Cantonese support
Posted on :
22-10-2024
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Salary
Not Disclosed
Salary Not Disclosed
Posted on :
22-10-2024
Job Description
Job Brief:
- Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
- Leading driving and managing internal and external stakeholders including outsourced vendors to
- promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
- Taking ownership of resolved incidents by monitoring and tracking their status managing investigation and
- diagnosis and ensuring timely updates to maximize system availability improve service levels optimize
- costs and enhance customer satisfaction.
- Serving as the primary contact point for major incidents coordinating between various IT teams and
- internal / external s stakeholders to facilitate rapid incident resolution.
- Training mentoring staff and other team members on incident management processes and best practices.
- Coordinating with the Service Desk to ensure incidents are properly logged and categorized.
- Participating in the development and maintenance of incident management policies processes and procedures.
- Ensuring disaster recovery and business continuity plans are in place and effective including participation in drills and actual events.
- Regularly reviewing and updating incident management tools and technology to ensure they are current and effective.
Responsibilities:
- Diploma /Degree in Information Technology Computer Science Engineering or a related field is typically required.
- ITIL Certification: Relevant certification can be beneficial.
- Technical Certifications: Relevant technical certifications can be beneficial depending on the specific technical environment of the organization.
- Industry Experience: At least 13years of experience in IT service management with a focus on incident management case management contact center environment.
- Case Management Experience: Proven experience in managing incidents within an ITIL framework including handling major incidents and coordinating with crossfunctional teams
- Technical Expertise: Handson experience with IT infrastructure and software systems with the ability to troubleshoot and resolve technical issues.
- Data Analysis: Experience with analyzing incident data identifying trends and implementing improvements based on datadriven insights.
- Process Improvement: Experience in developing and implementing process improvements within an ITIL framework.
- Knowledge Management: Experience in developing enhancing and execution of Knowledge management.
Salary Package:
- Attractive Salary
- Language Allowance (selected desks)
- Shift Allowance (selected desks)
- Performance related bonus on a quarterly basis for confirmed staff
- 15 days Annual Leave
- 14 days Medical Leave
- Medical and hospitalization coverage
Employment Type
Full Time
Company Industry
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