Incident Management Officer

Education

Graduate of any 4-year course

Qualifications

Preferably with customer and incident management experience and willing to work on a 24/7 shift.

Duties and Responsibilities

• Perform test and diagnosis of all reported complaints from Enterprise customers to identify cause of problem.
• Manage end-to-end resolution of trouble until service has been restored in coordination with internal and external support groups.
•  Perform escalation strategies for major outages that affect several customers and for fault tickets that have not been restored within the agreed time.
• Provides regular updates to customers, relationship managers and business heads on the progress of incidents and implementation of resolution.
• Develops a deep understanding of clients and their needs
• Analyze incidents and identify possible solutions to client’s concerns that will enhance customer relations.
•  Advise / Coordinate with other support teams on additional customer requirements (i.e., Bill dispute, aftersales, etc.)
• Analyzes and interprets data and sends recommendations and/or solutions to resolve the concerns without compromising the quality and standards of PLDT / SMART