Executive - Monitoring Support

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Scicom Full time

The monitoring support is responsible for the proactive monitoring of 24x7 service orders and acting as a control tower coordinating service deliveries with various internal services.

Teams including Service Delivery Manager, Technical Support, Technical Account Managers, Part Planning, Logistic & Field as well as external partners (local service providers) to ensure services are delivered to the customer within the committed turnaround time.


Responsibilities of the Role:

  • Coordinate the resolution of all escalations. Accountable for directly working with the business to assist in all case escalations.
  • Manage escalations of open tickets from customers or internal delivery units with the support of involved delivery units if necessary.
  • Verify debriefing of calls or tickets and if necessary, collect missing information.
  • Ticket Monitoring and Escalation Management.
  • Proactive open call monitoring to ensure the fulfillment of contracted SLA agreements, taking remedial action where tickets may go 'out of contract' without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.
  • Identify and execute robust and continuous improvement opportunities within the stakeholders.
  • Manage resolution of ticketspecific service delivery issues, through route cause analysis of missed SLAs. If applicable detect recurring causes and propose specific 'get well' plans and take the lead for agreed action plans.
  • Closely interact with businesses and provide adhoc solutions to their solution needs.
  • Require to standby after office hours to manage escalation from other continents and regions.
  • Responsible for ensuring that the set KPIs are achieved.
  • Postprocessing of incorrect or incomplete debriefed calls, informing all involved parties about remedial actions to prevent those "failures" in the future. Support of creating customerspecific quality reports and recognition of chargeable services based on detailed debriefing data and checked against customer contracts.

Requirements for the Role:

  • Diploma/Degree in Information Technology ,Business related disciplines.
-
Good command of written and spoken English
:

  • At least 1 year experience in a technical support call centre preferably with monitoring tools.
  • Case monitoring & management experience.
  • Ability to work effectively in a team environment with both technical and nontechnical staff.
  • Work in 24x7 rotational shift environment.

Attractive Package:

  • Attractive Salary (RM3,000
  • RM4,000)
  • Performance related allowance on a quarterly basis for confirmed staff
  • Annual Leave 15 days
  • Medical Leave 14 days
  • Medical & Hospitalization coverage

  • Monitoring Analyst

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Tentacle Technologies MSC Sdn. Bhd Full time

    Experience:Years.Deliver Monitoring Operations to: Provide monitoring and Support services with respond to messages, alarms or problems identified by monitoring / management tools.Handle Level 1 / 1.5 Problem Resolution: Troubleshooting /resolution of event detected within the stipulated time, SOP and Service Level Agreement Escalate issues to second level...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Cxl executive Full time

    Job Details: Working Days : 5 days / 2 off days Working hours : 24 hours rotational shift (3 shifts) Location : Jalan Pantai Baharu, Kuala Lumpur Salary : Min RM OT + Shift Allowance & Phone Allowance Contract : 12 months (renewable) Monitor, Execute and Implement first level support for the network and service restoration through Fault Management &...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Cxl executive Full time

    Position : Customer Support ExecutiveWorking Hours: Monday - Sunday / 24/7 Rotational Shift(2 day off rotational - based on duty roster)Intake: Early September 2023 (Immediate Hiring)Location: Masjid JamekBasic Salary: RM2,500 + RM300 (Allowance) Attracts potential customers by answering product and service questions; suggesting information about other...

  • Monitoring Analyst

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Verinon Technology Solutions Sdn Bhd Full time

    Role: Monitoring AnalystJob Description: Deliver monitoring operations: Provide support services with messages, alarms, or problems identified by monitoring/management tools. Handle level 1/level 1.5 problem resolution: Troubleshooting/ resolution of events detected within the stipulated time, SOP, and Service-Level Agreement. Coordinate closely with Level 2...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airline Full time

    Job Title: Executive, Quality Monitoring & ComplianceReports To: Assistant Manager, Key Account ManagementRole Purpose: To assist with case investigation, analysis and data management in order to deliver accuracy and timely response on MEDA request/escalated cases and issues. SMEs for Call Centre in related fields, to enhanced Call Centre service delivery...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Ellwood Consulting Full time

    Contract type: PermanentLocation: Kuala LumpurSector:Other RolesSalary: RM3,000 - RM4,000 per monthContact name: Andre ChiangPublished: about 12 hours agoJob descriptionResponsibilities:Inventory Monitoring:Monitor real-time inventory levels using appropriate systems and tools.Track and analyze inventory turnover rates, stockouts, and overstock...


  • Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

    Job SummaryWe are looking for a friendly, well-spoken Fundraising Specialist Intern to assist our company in expanding our customer base. The sales development representative's responsibilities include generating potential leads, preparing presentation material and connecting customers with the right salesperson.To be a successful sales development...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Health Equity Initiatives and Solutions Berhad Full time

    Health Equity Initiatives (HEI) is a Malaysian-based organization that advances the right to health for marginalized communities, primarily refugees and asylum-seekers. To this end, HEI implements an integrated mental health program that adopts a community-based, participatory, and multi-disciplinary approach. The program includes the provision of mental...


  • Kuala Lumpur, Kuala Lumpur, Malaysia PERSATUAN BULAN SABIT MERAH MALAYSIA Full time

    Job PurposeThe PMER Officer will ensure and improve the performance, quality and accountability of programming under a results-based management approach and support the development of learning strategy and initiative.Proposal DevelopmentAssist in the preparing of proposals to funder to solicit fund/grants for the purpose of National Society (NS)...

  • R&c Monitoring

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia abrdn plc Full time

    R&C Monitoring & Oversight ConsultantR&C Monitoring & Oversight ConsultantOVERVIEW OF ROLEThe role-holder will be a member of abrdn's Monitoring & Oversight (M&O) unit which sits within the Risk and Compliance function. The M&O unit has responsibility for delivering a programme of reviews of regulatory compliance and control in various aspects of abrdn's...

  • R&c Monitoring

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia abrdn Full time

    Job DescriptionR&C Monitoring & Oversight ConsultantOVERVIEW OF ROLEThe role-holder will be a member of abrdn's Monitoring & Oversight (M&O) unit which sits within the Risk and Compliance function. The M&O unit has responsibility for delivering a programme of reviews of regulatory compliance and control in various aspects of abrdn's business functions and to...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Coda Payments Full time

    Responsibilities: Provide highquality technical support on Coda's platform to our users, inhouse developers, and partners across the globe through various communication channels. Monitor, handle, and resolve technical and functional queries from key stakeholders across all regions and geographical locations. Managing multiple cases at one time. Assist...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Emergent Risk International Full time

    Threat Monitoring Specialist - Kuala Lumpur, MalaysiaEmergent Risk International (ERI) is seeking to hire a full-time Threat Monitoring Specialist to be embedded on an annual contract with one of our multinational corporate clients in Kuala Lumpur, Malaysia.About US: ERI is a global risk and security intelligence advisory firm headquartered in the United...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Sybex Support Services LLC Full time

    Position: Business Analyst Treasury ConsultantsWe need mostly hands-on client-facing treasury consultants who are familiar with working on treasury systems. We need folks with Treasury domain knowledge.Here is the job description we share with Consulting companies.Timeframe is ASAPSummary Job DescriptionExecute professional services contracts by performing...

  • R&C Monitoring

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia abrdn Asia Limited Full time

    R&C Monitoring & Oversight Team Leader page is loaded R&C Monitoring & Oversight Team Leader Apply locations Kuala Lumpur time type Full time posted on Posted 3 Days Ago job requisition id R Job DescriptionOVERVIEW OF ROLEThe role-holder will be a member of abrdn's Monitoring & Oversight (M&O) unit which sits within the Risk and Compliance function. The M&O...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airline Full time

    Job Title: Executive, Sales SupportReports To: Manager, Global Corporate SalesRole Purpose: Ensure the smooth functioning of the sales process, from lead generation to order processing and aftersales support. Responsible for managing customer databases, monitoring inventory levels, facilitating customer inquiries, and providing administrative support to the...

  • R&c Monitoring

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia abrdn Full time

    Job DescriptionOVERVIEW OF ROLEThe role-holder will be a member of abrdn's Monitoring & Oversight (M&O) unit which sits within the Risk and Compliance function. The M&O unit has responsibility for delivering a programme of reviews of regulatory compliance and control in various aspects of abrdn's business functions and to recommend actions for improvement....


  • Kuala Lumpur, Kuala Lumpur, Malaysia Powertech M&E Sdn Bhd Full time

    Immediate vacancy available for post IT cum Admin Executive at Powertech M&E Sdn Bhd, Diamond Square, Jalan Semarak Api 3, off Jalan Gombak, Kuala Lumpur.JOB DESCRIPTION - IT cum Admin ExecutivesManagement, installing and configuring computer hardware, software, systems, printers, scanners, Wi - Fi, and Telephone System.Monitoring and maintaining computer...

  • Operations Executive

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Carleton Executive Search Full time

    The Operation Executive will assist with both Warehouse and related customer service.Qualifications/Experience: 12 Year(s) of working experience in the related field is required for this position. Fresh graduates or high school leavers without any working experience will be considered too.Job Requirements: Meticulous and detailed orientated Strong and proven...

  • Banking Executive

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia CXL Executive Full time

    Banking Executive (Portfolio Valuation Department) - Immediate HiringWork Location: Jalan Tun Razak - nearby MRT Tun Razak Exchange/ TRXWorking Hours: 8.45 am pm (Must willing to stayback with OT provided; Depends on the workload)Working days: Monday - FridaySalary Range: RM 2,300 - RM 2,500Intake Date : early July 2023Requirements: Preferable12 years...