Incident Management Specialist (ICT - Telco)

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.