Job Description

Responsibilities:

Develop, maintain, and enhance operational processes and procedures within the section, ensuring alignment with ITIL practices, organisational goals, and compliance requirements. Continuously review and optimise workflows to improve efficiency, reduce incident volumes, and support business continuity. Utilize in-depth product knowledge to diagnose and troubleshoot complex problems. Collaborate with other departments i.e., Product Development, etc to resolve issues effectively. Maintain a deep understanding of product functionality, configurations, and advanced features. Investigate recurring issues to determine root causes, recommend permanent solutions, and implement workarounds where necessary. Document resolution steps and contribute to the Known Error Database for future reference. Stay updated on product enhancements and industry trends. Develop and contribute knowledge base articles to support Tier 1 teams on the client and vendor side, enabling them to resolve common issues efficiently and consistently. Participate in change management to assess potential risk impacts and provide technical validation for proposed solutions. Serve as a point of escalation for complex client inquiries, ensuring timely resolution. Maintain strong working relationships with clients, providing transparent updates during service disruptions or critical cases. Engage with client for any post-resolution to ensure satisfaction and gather feedback for product and service improvements. Identify and propose service enhancement opportunities based on incident trends, reports, and stakeholder input. Contribute to initiatives aimed at reducing incident volume and increasing operational efficiency.
Job Type: Full-time

Pay: RM4,500.00 - RM5,000.00 per month

Benefits:

Free parking Maternity leave Meal provided Opportunities for promotion Parental leave Professional development
Ability to commute/relocate:

Bandar Baru Bangi (43650): Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

How long is your notice period? How much is your expectation of the salary?
Work Location: In person