Job Description:

• 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 into 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 level agreement.
• Ensure daily tasks are executed according to the Standard Operation Procedure.
• Be ready to support and response to 24×7 activities including arranging backup for engineers to work.
• Coordinate IT setting up for new hires, including accounts, access rights, hardware, and software.
• Maintain accurate inventory records of hardware and peripherals.
• Assist the Application and Infra teams in tools testing, monthly patching activities as needed.