Service Management Executive

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Key Responsibilities:

  1. To develop long term relationship with appropriate stake holders within customers.
  2. To be responsible for managing customer expectations and feedback, monitoring and analyzing tickets regarding the service specification
  3. To monitor customer SLA, and prepare reporting documents on KPI’s to the customer in regular meeting, face to face or remotely basis.
  4. To participate with our Operation team to analyze and resolve root cause, and initiate projects for service upgrades, when problems are identified
  5. To perform root cause analysis as part of continuous improvement effort.
  6. To instruct our Operation team in work procedures, and amend the procedure as necessary.
  7. To understand customer requirement and provide feasible solutions, or offer as a new service.
  8. To assist Sales and Project Management Division with technical specifications and proposals.
  9. To design customer maintenance and operation scheme, and prepare the proper documentations.
  10. To develop and enhance current policies, procedures, documentation for workflow and other related areas
  11. To be escalated in 24 hour, 365 days for resolving high severity issue, and negotiate with various parties, NTT affiliates or vendors.
  12. To perform the role of ‘Transition Manager’ as to deliver all Service Transition Projects and Programmes.
  13. To deliver customer advocacy via exemplary Service Transition project delivery.
  14. To take full responsibility for the management of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders.
  15. To perform knowledge transfer and provide trainings.
  16. To perform other miscellaneous job-related duties as assigned.

Mandatory Skills

  1. Degree in IT field with min 7 years of working experience Bilingual – Excellent communication
    skills in Japanese and English (Oral and Written)
  2. Possesses ITIL V3 Foundation or above certification is an added advantage.
  3. Experienced in multi-platform environment such as Windows , Unix , Backup, Network etc
  4. Data Analytical skills.
  5. Proficient in Microsoft office tools and applications.

Desired Skills

  1. Possesses CCNA or above certification in the networking is added advantage however it is not necessary. Several years in network engineering or related experiences would be acceptable.
  2. Presales experience would be added advantage however not essential.
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  • Experience5-7 Years
  • LocationMalaysia