Incident Resolution Specialist

6 days ago


Petaling Jaya, Selangor, Malaysia Telecontinent Full time

Job Description:

As an Incident Resolution Management Executive at Telecontinent, you will be responsible for proactively notifying nominated customers or internal stakeholders of potential issues that may impact service performance. Your primary goal is to ensure seamless communication and regular updates on call/ticket/case status.

Responsibilities:

  • Coordinate with providers involved in the process on a call-by-call basis to resolve incidents efficiently.
  • Monitor tickets and manage escalations to prevent service disruptions.
  • Proactively monitor open calls to guarantee compliance with contracted SLA agreements.
  • Analyze and address potential issues promptly to minimize their impact.
  • Collaborate with delivery units to resolve customer escalations.
  • Provide proactive feedback to the Team Manager or Service Desk Operations Manager on potential problems and suggest improvements.

Requirements:

  • Minimum 2 years of experience in a service-oriented environment.
  • Familiarity with related customer processes and work environments.
  • Strong knowledge of relevant tools and procedures.
  • Prior experience in banking and retail industries is beneficial.
  • Proficiency in MS Office products.
  • Basic ITIL skills are essential.

Benefits:

  • A competitive salary of RM 3000-RM3500* monthly.
  • Ongoing training and professional development opportunities.
  • A 24/7 rotational shift basis with 8 working hours daily.
  • A 5-day workweek with two days off per week.
  • A range of benefits including medical and hospitalization leave, EPF/SOCSO/PCB, and medical insurance.


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