Monitoring Service Coordinator
2 days ago
**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:
- Proactively monitor 24x7 service orders for real-time visibility and situational awareness.
- Coordinate service delivery responses and activities through effective communication with internal stakeholders and external partners.
- Oversee IT-related issues, such as Jira ticketing, that impact business operations.
- Provide ongoing communication and situational awareness to internal stakeholders and external partners.
- Maintain daily close monitoring of open tasks and service orders.
- Ensure timely repair and resolution of service orders within agreed-upon service level agreements.
- Manage general enquiries, operational activities, and escalations through various channels, ensuring prompt resolution and customer satisfaction.
- 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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