Monitoring Service Coordinator

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Recooty Full time

**Job Summary:**

The Monitoring Service Coordinator role is a critical position within Recooty that involves the proactive monitoring of 24x7 service orders. This individual will act as a control tower, coordinating service deliveries with various internal service teams and external partners to ensure services are delivered to customers within the committed turnaround time.

Key Responsibilities:

  1. Proactively monitor 24x7 service orders for real-time visibility and situational awareness.
  2. Coordinate service delivery responses and activities through effective communication with internal stakeholders and external partners.
  3. Oversee IT-related issues, such as Jira ticketing, that impact business operations.
  4. Provide ongoing communication and situational awareness to internal stakeholders and external partners.
  5. Maintain daily close monitoring of open tasks and service orders.
  6. Ensure timely repair and resolution of service orders within agreed-upon service level agreements.
  7. Manage general enquiries, operational activities, and escalations through various channels, ensuring prompt resolution and customer satisfaction.
  8. Interface with relevant service teams to work on part relation, substitution, revision delivery ETA, service deferral, and other alternatives in case of misses or potential delays.

Requirements:

  • Undergraduate degree or diploma in IT or Business related fields.
  • Fresh graduates are encouraged to apply.
  • Ability to work in a 24x7 rotational shift environment.
  • Strong language competencies in English or Mandarin.
  • Basic Microsoft Office skills, including Outlook, Excel, and PowerPoint.
  • Previous experience in call center, tech support, services, or IT, preferably with monitoring or ServiceNow tools.
  • Case monitoring and management skills.
  • Able to work effectively in a team environment with both technical and non-technical staff.


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