Incident Management Specialist (ICT - Telco)

Industry Category	Sales / Marketing	Position	Telesales / Telemarketing
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Mandaluyong	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	30000-32000 PHP / Monthly
Updated Date	2022-10-02	Valid Until	Long-term validity

Work Experience: 1-2 year experience in a technical role in Telco industry is a plus.Level of KnowledgeGraduate of an Engineering courseNo license requirementNo required membership in a professional organizationCompetenciesNegotiation & Influencing skillsStakeholder ManagementCustomer Relationship ManagementPresentation & CommunicationBusiness Process UnderstandingProduct and Service knowledgeAnalytics AcumenTactical & Strategic ThinkingProject ManagementPeople ManagementQuality and Risk Management

RESPONSIBILITIES:

Incident Management and Service OperationsClient / Account Manager to report non-tech and technical issues/service requests (not limited to Service modification, Billing concerns, Adjustments, Account-related queries and investigations) to ICT Hub (Managed Service and Solutions) who performs end-to-end resolution.ICT SM intervenes as L2 on aging (based on agreed SLA) tickets.Intervention is not limited to Globe/Vendor inter/external departmental coordination and client touch points/Visits aligned with the agreed Vendor and Globe SLA.Problem Management and Service AssuranceMonitoring of SG accounts with chronic issues for the past 30 days. Chronic is characterized with 3 strikes, at a minimum, of the same Reason For Outage and Action Taken.Gather the account and incident details and escalate to the vendor for the infrastructure technical review and propose a permanent solution.Reporting and AnalyticsWeekly Report (every Tuesday submission and documentation in TEAM DRIVE)Monthly Report (every 1st week of the month)Weekly Cadence every TuesdayMOR reporting to Sales (depends on schedule)Weekly status broadcast to Sales (every Wednesday before EOD)Updating of ICT Business Portal and DashboardContract ManagementData safekeeping of turned-over accountsContract and MA Renewal monitoring within acceptable cost.Renewal: Memo creation, PR/PO and GR creation.Service Delivery and Client Management: Not limited to Kick-off, UAT, technical assistance and other client visitsService Design and Project Management: Co-own initiatives in line with the projects of ICT Business team.

Asticom Technology Inc is a Philippine-based shared service company under the Ayala conglomerate. As a partner we are focused on providing superior customer experience through the consistent delivery of high-quality responsive services. This is made possible by innovative co-created value-driven solutions that are tailor made to fit the client’s business needs. Asticom provides nationwide services to a multitude of industries including Telecommunications, FinTech, Information Technology, Retail, Health, Logistics, Automotive, Banking, and Real Estate.We are all about bridging people to businesses. And connecting businesses to the right teams. We work hard to understand what is needed, doing it well - and delivering it with speed.Our teams are shaped not only to be capable and motivated - but are encouraged to live their lives beyond work.  We build careers so our employees can work on their passion. Because we believe that passionate people can create positive change for the future.OUR DETAILED SERVICES INCLUDE:Payroll Administration and Management – ASTICOM will be responsible for the overall payroll management of the client's employee. This service includes the implementation of Asticom's very own payroll system.Outsourcing/Shared Service Model – ASTICOM will enter an engagement with the client wherein Asticom will act as a service provider that will directly manage operations (people, tools of work, productivity, and others).Staffing Services – ASTICOM will enter an agreement with the client as the principal. Asticom's project employees shall be deployed to the client for the duration if the engagement.