Service Partner - Incident Management
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What you'll do
- Assist the Technical Service team to oversee all cases that requires Service Partner intervention and to ensure Service Partner resources are always available.
- Monitor Incidents and escalate/notify per policies and procedures until resolution and End-User satisfaction.
- Identifying improvement gaps and implementing corrective measures.
- Reviewing and overseeing all financial activities, performance, and documentation.
- Maintaining and deepening positive relationships with existing service partners
- Managing, monitoring, and reviewing business operations.
- Develop and deploy standard best practices for service partners working closely with Technical Service team for cases.
- Responsible in helping to meet/achieve Customer SLA.
- Supports the Client Account Manager and Business Delivery Managers for individual clients’ services.
- Deliver a great experience to Service Partners when working within TRT.
- Ensure proper documentation are created, reviewed, updated, and stored.
- Ensures that the Service Partner Database are always updated.
What they're looking for
- Prior experience in business development, sales, partnerships, community management, and other relevant roles
- Strong written and verbal communication skills, ability to clearly communicate with individuals from a variety of countries and locations.
- Excellent negotiating skills.
- Multi-tasking is a must.
- Proficiency in MS Excel, Word, Outlook
- Professionalism
- Resilience
- Obsession with Details
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Position: Service Partner - Incident Management
Work Location: Clark Global City Philippines Office
Requirements
- Prior experience in business development, sales, partnerships, community management, and other relevant roles
- Strong written and verbal communication skills, ability to clearly communicate with individuals from a variety of countries and locations.
- Excellent negotiating skills.
- Multi-tasking is a must.
- Proficiency in MS Excel, Word, Outlook
- Professionalism – TRT employs people to deliver outcomes not to fraternize.
- Resilience – Client needs can change in an instant, so TRT employees are required to reprioritize and customize based on such changes.
- Obsession with Details – attention to detail sets us apart from other providers and helps our client to best manage financial, operational, and compliance risks.
Job Functions:
Incident Management role is to assist the Technical Service team to oversee all cases that requires Service Partner intervention and to ensure Service Partner resources are always available.
Primary Workflow:
• Monitor Incidents and escalate/notify per policies and procedures until resolution and End-User satisfaction.
• Identifying improvement gaps and implementing corrective measures.
• Reviewing and overseeing all financial activities, performance, and documentation.
• Maintaining and deepening positive relationships with existing service partners
• Managing, monitoring, and reviewing business operations.
• Develop and deploy standard best practices for service partners working closely with Technical Service team for cases.
• Responsible in helping to meet/achieve Customer SLA.
• Supports the Client Account Manager and Business Delivery Managers for individual clients’ services.
• Deliver a great experience to Service Partners when working within TRT.
• Ensure proper documentation are created, reviewed, updated, and stored.
• Ensures that the Service Partner Database are always updated.
Company
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