Global Incident Management Director

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Businesslist Full time

Job Overview:

The GSOC Manager will be responsible for overseeing the day-to-day operations of the Global Service Operations Center (GSOC). This includes managing a team of GSOC analysts, ensuring timely and effective incident management, and collaborating with other regional managers and directors to achieve business objectives.

Main Responsibilities:

  1. Team Management: Supervise and motivate a team of GSOC analysts to ensure they are working efficiently and effectively.
  2. Incident Management: Manage major/serious incidents occurring anytime, lead client communications, and facilitate post-incident reporting.
  3. Escalation Point: Act as an escalation point for difficult or controversial client calls and facilitate communication between clients and internal teams.
  4. Monitoring and Reporting: Monitor Resolver Group activities and report on metrics to measure the client's experience and/or the performance of the GSOC.
  5. Client Satisfaction: Ensure overall client satisfaction with the handling of service-related issues.

Requirements:

  • Experience: At least four years' experience working with a global client-facing Service Desk.
  • Skills: ITIL Foundation or above, Cisco qualification of CCNA, demonstrable knowledge of MPLS, TCP/IP, OSPF, HSRP, BGP, RIP v2, and experience supporting and troubleshooting managed extranet services and SAAS products.
  • Qualifications: Bachelor's Degree or equivalent work experience.


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