Overview of Role
Providing professional monitoring and escalation services 24 x 7. At the same time valuable administrative work is required.
Role Description
Main function - Monitoring and escalation
- Day to day 24 x 7 Operation
Monitoring of specified systems
Opening Incident Ticket by incident tracking tool and resolution follow up (*4)
Notification to distribution list of trouble
Escalation to appropriate parties and it's Status tracking (*1)
Data maintenance - contact list update and knowledge base input
Customer impact information collection (*2)
Recording and Reporting of said items (*3)
Operation improvement feedback (what was good and what needs improvement)
House keeping for productivity and office safety purpose
- Off line Operation support
Incident report information collection
Reporting
Secondary functions - Administrative work
MIS report creation support
Document translation
Intranet development & improvement
NOTE:
Detail of *1, 2, and 3
Communication;
To escalation contacts
To a counter part in Singapore, US, UK
To internal customers
Team communication
Detail of *4
Daily Call Log recording and Virtual Tech (global ticket management system)
To be input real time, then reviewed by reporting manager
Web based Hands Over Sheet
To be completed by shift work end, then reviewed in hands over meeting