(Location : Kl / Pj / Tpm Cyberjaya )

Responsibilities:

• Identify possible global issues on process-, organizational and technical issues
• Identify and provide recommendations on process and technical improvements • Continuously fine-tune and improve the incident management process • Define in detail and adjust KPIs for GSCs incident managers and measure performance • Take proper actions, where necessary, to maintain high service levels in all sites • Plan for sites to be on boarded, identify requirements for on boarding and take appropriate action to ensure all requirements are met • Ensure proper knowledge management, including training, documentation and information exchange among sites • Keep track of all major incidents and escalate accordingly in a timely fashion • Ensure availability of proper tooling and optimal support for these tooling • Liaise periodically with other relevant process managers on progress, focus areas, workarounds / soluti...