About The Role

As Technology Services Lead Engineer – IT Service Center, you will help us achieve the following:

Plan and manage 24/7 operations MATAR-IT Service Centre and IT Service Request fulfilment in line with defined Service Level Objectives. Owns the development and maintenance of a high-quality knowledge base and achieves the maximum first-call resolution of IT incidents reported through the use of the such database. Coaches and develops IT Service Centre engineers to professionally represent IT to the customers through this key touch point and achieve incident recovery in the fastest possible period.

Key Accountabilities Include

• Plan, manage and monitor 24×7 MATAR-IT Service Centre operations in line with the established Incident Management process.
• Ensure accurate classification and assignment of incidents and service requests so that the service recovery/fulfilment time is minimized.
• Review Incident tickets and Service Requests queues and ensure that tickets pending in queues are appropriately actioned.
• Monitor agent call quality to identify service gaps and devise action plans to improve performance indicators where necessary.
• Ensure that major incidents are handled according to established processes, all business communication is quality checked and the incident is resolved in the fastest possible time. Conduct post-incident evaluation, identify process gaps and implement improvement measure
• Ensure that all documented solutions in Knowledge Base are kept up to date in the ITSM tool.
• Address potential escalations and take effective measures to prevent a recurrence.
• Maximize first call resolution through coaching MATAR-IT Service Centre team, use of Knowledge Base and remote control tools.
• Maintains high level of customer satisfaction by evaluating and regularly examining the standard of services provided by the team.
• Generate and publish daily, major incident, transactional feedback survey, IT Service Centre performance, monthly including process KPIs and ad-hoc reports on IT Service Delivery as requested by the management
• Verify the integrity of all business communication initiated by the IT Service Centre
• Manage, maintain and customize service management tools deployed in MATAR IT Service Centre which include but are not limited to ITSM, call centre (IVR), remote control and service monitoring.
• Ensure that BCP site is tested for proper functionality as per the agreed schedule.

Qualifications

About You:

• Graduate in Computer Science / Engineering or equivalent.
• ITIL certification with hands-on experience in Incident, Problem and Service Request management processes.
• Sound knowledge of Microsoft core technologies such as Active Directory/Group Policy, Exchange, and Office Communicator.
• Experience in the use of IT Service Manager tool.
• 5 years previous experience in IT Service center.
• Demonstrated ability to communicate and influence at all levels.