TRT Global Solutions
Incident Lead
₱100,000 – ₱150,000 per month
TLDR
Oversees incident resolution and client communications to meet SLAs, coordinating IT maintenance teams and escalations across service calls.
Required Deliverables:
- Ensure all logged incidents are resolved within SLAs.
- Ensure all internal personnel involved in a service call work efficiently to meet SLAs.
- Ensure all customer communication within a service call is prompt, professional, and reliable.
- Ensure all commitments made to customers are met or rescheduled with their knowledge and approval.
- Send executive updates in a timely and accurate manner.
- Escalate issues to the correct channels promptly.
- Manage initial client escalations for service calls.
- Ensure all requirements are completed before closing service calls.
- Update all service calls with accurate information promptly.
- Ensure proper handover of service call tasks at the start and end of each VCA/GSD shift rotation.
Requirements
- Must have 3 years up of experience in supervising personnel in IT maintenance service provider industry
- Must have basic knowledge in IT hardware & software maintenance services
- Willing to be assigned in Clark Global City Office & work in shifting schedule
Job Type: Full-time
Pay: Php100,000.00 - Php150,000.00 per month
Benefits:
- Health insurance
- Pay raise
Schedule:
- 12 hour shift
- Rotational shift
Supplemental Pay:
- 13th month salary
- Bonus pay
- Performance bonus
Benefits
Health Insurance
Performance bonus
TRT Global Solutions is an established IT services company that delivers crucial infrastructure services, including maintenance, managed, and professional services, to multinational corporations and top domestic firms across the globe. In addition to its core IT offerings, TRT also manages property investments in key markets such as the US, Australia, and Singapore, providing a diversified approach to business solutions.