JOB DESCRIPTION INCIDENT MANAGEMENT SPECIALIST L1
Key Responsibilities:
- To provide a professional first technical point of contact for the customer and third party vendor
- To manage the change request for the customer.
- To do basic risk assessment, planning, and request handling.
- Diagnose fault incidents by effectively utilizing troubleshooting software and other network/product utility programs.
- Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.
- To ensure cases are allocated to the most appropriate next step as part of the incident flow process
- To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.
- To monitor systems, customer networks and products, and deal with alerts and events as appropriate.
- To liaise and refer issues to correct/relevant entities e.g. other service desks, PTT, Carriers, Operations & Engineering teams and other Vendors as appropriate.
- Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard.
- To undertake any other reasonable task as assigned.
Skills :
- Able to commit to work 24/7 shift rotations.
- Ability to work in an international environment but with capability to work.
independently when needed.
- Ability to engage and partner with customers and internal staff as required.
- Ability to identify problems and analytically solve them to resolution as required and without stress.
- Ability to work in a (virtual) team environment with internal and external organizations and with customers.
- Proficient in English plus fluent in additional language - Mandarin, Japanese, Cantonese Language skills is an added advantage.
Education and Experience Requirements :
- Min qualification of Degree or Diploma or equivalent in IT fields, and;
- Preferably 2 years of experience in a Network environment
- Has min 1 year of experience liaising with international customers.
- Preferably certified with CCNA/CCNP or other relevant network certification.
- Experience working with Telco providers and product vendors
- Relevant working experience and possess sound technical knowledge.
- Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated: -
- a. IP knowledge - IPVPN, IP Telephony, Internet, LAN, etc
- b. WAN knowledge - MPLS, SD-WAN, etc
- c. CISCO routers, switches, and standard products knowledge preferred.
