As an Incident Management Analyst, you are responsible for the following:
Providing 12 x 7 production support coverage on a rotational basis with primary hours being Sun–Tues 7:30 AM-8:30 PM SGT or Thurs-Sat 7:30 AM-8:30 PM SGT (Wednesdays required on a rotational basis every other week)
Monitor P1 tickets which impact business and engage/escalate to key resources from technology/business
Managing incident bridge calls and driving work-streams to mitigate an incident
Partnering with Production Support and Application Development teams in driving resolution for owned production issues
Writing timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call management
During incident and upon closure, follow-up with technology and business stakeholders until the final impacts for business are identified and recorded accurately
Representing Line of Business for enterprise-wide issues
Review the monitoring tools / ongoing incidents and send Start of Day reports
Document knowledge acquired in past incidents into relevant support documentation, primers and knowledge systems
Produce daily, weekly and monthly reports for incidents
Strong problem solving skills – probing to understand flow logistics and engage relevant support
Clear and concise written and oral communication skills and proven ability to articulate technical details to a wide range of audiences
Ability to work through ambiguity and work under pressure
Allegis Group is the global leader in talent solutions focused on working harder and caring more than any other provider. We’ll go further to understand the needs of our people – our clients, our candidates, and our employees – and to consistently deliver on our promise of an unsurpassed quality experience. That’s the Allegis Group difference, and it’s consistent across every Allegis Group company. With more than US$11billion in annual revenues and over 500 locations across the globe, our network provides businesses with a comprehensive suite of talent solutions — without sacrificing the niche expertise required to ensure a successful partnership. Our specialised group of companies includes: Aerotek, TEKsystems, Allegis Global Solutions, Aston Carter, Major, Lindsey & Africa, Allegis Partners, MarketSource, and EASi. Visit www.AllegisGroup.com to learn more.
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA Licence No. 10C4544
Customer Focus, Customer Service, Customer Support, Customer Care, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking
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