24x7 IT Support Team Lead

6 days ago


Cyberjaya, Selangor, Malaysia GREAT EASTERN Full time
Incident Resolution Expert

GREAT EASTERN is committed to delivering exceptional customer experience through seamless IT support. Our 24x7 IT Command Center plays a critical role in achieving this goal.

The Incident Resolution Expert will be responsible for managing shift operations, ensuring prompt incident resolution, and driving continuous improvement. Key responsibilities include:

  • Leading a team of operators in monitoring and responding to system incidents
  • Ensuring timely escalation and resolution of incidents, minimizing business impact and maximizing user satisfaction
  • Driving refinement and improvement of service recovery procedures and tools
  • Collaborating with other teams to resolve complex incidents and improve processes

This role requires an individual who can rapidly respond to unplanned IT events or service interruptions, ensuring service normalization in the shortest possible time and minimizing disruption impact.



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