Chair and actively drive critical/major incident resolution to meet group MTTR objectives.
Document and communicate critical milestones/progress of ongoing incidents on a bridge call timely and accurately.
Accurately and promptly assess/solicit the impact, take ownership and drive incidents to resolution as dictated by the impact and severity of the problem.
Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email broadcasts or phone.
Correlate critical alerts on monitoring platform with actual system outages.
Follow documented operations processes and work with appropriate groups to administer and maintain these policies to ensure standard approach is adopted during escalation or when implementing system changes.
Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
Resolve standard incidents promptly without escalation.
Constantly follow-up on all open incidents and problem tickets to meet group objectives.
Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
Propose process/procedure improvements to better the department and services provided.
Offer effective/sound recommendations to address repetitive issues.
Possesses Information Technology Infrastructure Library (ITIL) Foundation v3 Certificate.
Bachelor's degree, or equivalent industry experience
Has an excellent understanding and at least 5 years hands on experience with Open Systems platforms (Windows, Unix/Linux, SQL).
PrimeStaff Group was incorporated in 1994 with the sole objective of providing quality services in recruitment and human resource management and development. Since then, the company has grown organically into a specialist provider of permanent, contract, temporary and outsourced recruitment solutions. With over a decade of experience in Singapore, we operate across the public and private sectors, dealing from permanent positions, contract roles to temporary assignments.
Assisting jobseekers and employers, PrimeStaff’s regional expertise spans across the Asia Pacific region.
Our aim is to give employers quality staffing and individual candidates greater opportunities to succeed in their careers through a broad range of contacts and value-added expertise.
We have succeeded in transforming a conventional business concept into one that embraces technology, without sacrificing that all-important personal touch.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases