Job description:
ARC Team Lead functions and responsibilities (not limited):
- Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)
- Monitor ticket queues, ensuring timely resolution and adherence to SLAs.
- Lead, mentor, and support a team of ARC engineers to deliver high-quality IT support
- Represent ARC in meetings with Service Delivery Managers and customers.
- Provide preliminary findings and investigation to customer complaints received.
- Provide escalation support for complex technical issues.
- Perform ARC duties during peak period.
- Provide inputs with regards to ARC engineers performance evaluations.
- Provide inputs to the development of ARC engineers training plans.
- Coordinate delivery of a consistent and uniform high-quality service to customers.
- Regularly inspect, sample & audit the entire incident or service request management process.
- Determine, document & closely monitor any areas that may need improvement.
- Support business improvement initiatives for the accounts (ie ISO certifications, Six Sigma Projects, ITIL processes)
- Record and manage all transactions/ cases in Service Management System
- Broadcast notifications to the relevant parties
- Provide timely status update, follow up on cases escalated until closure within the service
Interested applicants can share their updated resume to [Confidential Information]
Only shortlisted candidates will be contacted.
