We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Incident Management Analyst
Metro Manila, Philippines
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As an Incident Management Analyst, your role’s importance lies in providing quality content and contributing to our organization’s growth and success.
A SNAPSHOT OF YOUR ROLE
Your day could see you:
Identify, troubleshoot, coordinate and resolve contact centre facing issues in a timely manner
Receive, resolve and coordinate requests relating to operational system requirements
Provides reporting and administrative support across multiple lines of business.
Request’s handling
Receive, deliver, and coordinate requests on contact centre operational requirements
Escalation Handling
Identify, troubleshoot, resolve, and coordinate contact centre facing issues in a timely manner
Notify and update users upon resolution of issue via ticketing system and/or phone, chat, email
Document issues in system issue tracker
Reports and Administrative Tasks
Provide daily reports pertaining to but not limited to the following: queue, attendance, escalations, customer facing outages, and BCP related logistics and issues as needed
Provides support during Disaster Recovery and Business Continuity Plan (BCP) as required.
Practice and ensure compliance with the organization’s policies and procedures
Performs other duties as assigned
A BIT ABOUT YOU
WHAT SUCCESS LOOKS LIKE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
•Collaboration: Brilliant jerks can be brilliant elsewhere.
•Impact: Do, get it done, and create impact.
•Passion: Be positive, bring passion and energy.
•Transparency: A transparent team can help each with other.
Join the A-Team and experience the A-Life!
