Senior Service Coordinator

Job Location :

Bandar Sunway Malaysia Selangor
We are a global technology company with 20 years of experience. We employ over 1800+ specialists in the field of modern business support solutions. We have 7 branches in Poland and offices in India (Pune), Germany (Frankfurt), Canada (Mississauga) and Malaysia (Selangor). We create innovative IT solutions using our expertise in outsourcing, software maintenance & development and Cloud computing. As well as supporting the idea of Paperless World which aims at reducing the amount of paper used by the organizations and optimizing business processes.

Your role

  • Availability to client during standard service hours.
  • Proactive approach towards the managed area.
  • Responsible for the quality of presented reports.
  • Responsible for service organization.
  • Responsible for service improvement and optimization.
  • Taking the following Incident Process Roles.
  • The Major Incident Manager is nominated by IT function to assess major incident candidates and declare major incidents according to the established criteria. Communicates, tracks and coordinates major incidents and submits a problem ticket to identify underlying cause.
  • The Master Incident Manager assesses mass issues and declares master incidents according to established criteria. Communicates, tracks and coordinates master incidents and submits a problem to identify the underlying cause.
  • The Support Group Manager is the IT person responsible for ensuring that staff in their area of responsibility adhere to the Incident Management SOP.
  • Communication with service leaders (i.e.: Delivery Managers, Delivery Service Managers, Support Lead, Lead Developer).
  • Responsible for the ongoing adaptation processes.
  • Verification of the cloud technical level.
  • Main escalation point for all service related issues.
  • SPOC for all service issues.
  • Provide monthly SLA report, with insight of the incident trends defined by Delivery Manager.

Your skills & experience

  • Higher education in Graduation or above specialized in IT/Computer Science/any related field
  • Certified of ITIL fundamental.
  • Experience in Service Coordinator role.
  • At least 5+ years of experience in related role.

Our offer

  • Additional Annual Leave (upon completion every 1 year in Billennium).
  • Optical fee coverage reimbursement.
  • Health insurance (including spouse and children) , Maternity & Paternity leave.
  • Transport allowance.
  • Work from home (hybrid mode).
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