Incident Management Officer

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Mandaluyong, Second District, Philippines
Date: May 30, 2024
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 #J-18808-Ljbffr