Tier1 Service Manager - Taguig, Pilipinas - Globe Group

    Globe Group
    Globe Group Taguig, Pilipinas

    Natagpuan sa: Foundit PH A2 - 1 linggo ang nakalipas

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    Paglalarawan
    At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

    Job Description

    Support Enterprise client for end to end support which will cover technical and non-technical concerns

    Job Description

    • Provide differentiated end-to-end service for top Enterprise Group clients
    • Show after-sales care for Enterprise Group products and services (Broadband, Core Data, Wireless and IT Solutions)
    • Process alignment / enhancement and information sharing related to day-to-day operations. Discussion of concerns and issues being raised or escalated.
    • Initiate discussions and collaborations to ensure closure of technical and non-technical tickets for Tier 1 Select Accounts.
    • Report generation for performance monitoring on committed SLA's related to complaint handling.
    • Discussion of help needed to ensure improvement plans for Tier 1 Select Accounts are provided.
    • Process alignment / enhancement.
    • Helping Level 1 and Level 2 in escalation of issues and concerns related to Tier 1 Select customer complaint.
    • Serving as POC to customers to ensure issues and concerns are addressed by back-end support teams within Globe.
    • Lead performance review meetings with internal and external customers
    • Ensuring SLAs are met. Performs post mortem analysis and documentation. Meeting with customer and providing performance reports

    LEVEL OF KNOWLEDGE

    • Any 4-year course on Computer Science, Information Technology or 5-year Engineering course like Electronic and Communications Engineering, Computer Engineer
    • Cisco Networking, ITIL v3 Foundation certification preferred
    • No required membership in a professional organization

    BUSINESS COMPETENCIES

    • Strategic Thinking
    • Business Analysis
    • Effective Delegation
    • Managing Risks
    • Prioritization and Time Management
    • Clear Communication
    • Business Relationship Management

    TECHNICAL COMPETENCIES

    • IT and Core Data Products
    • Broad Technical Understanding
    • Service Level Management
    • Service Engineering
    • Customer Focus

    Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.