Service Partner - Incident Management

Position: Service Partner - Incident Management

Work Location: Clark Global City Philippines Office

Requirements

• Prior experience in business development, sales, partnerships, community management, and other relevant roles
• Strong written and verbal communication skills, ability to clearly communicate with individuals from a variety of countries and locations.
• Excellent negotiating skills.
• Multi-tasking is a must.
• Proficiency in MS Excel, Word, Outlook
• Professionalism – TRT employs people to deliver outcomes not to fraternize.
• Resilience – Client needs can change in an instant, so TRT employees are required to reprioritize and customize based on such changes.
• Obsession with Details – attention to detail sets us apart from other providers and helps our client to best manage financial, operational, and compliance risks.

Job Functions:

Incident Management role is to assist the Technical Service team to oversee all cases that requires Service Partner intervention and to ensure Service Partner resources are always available.

Primary Workflow:

• Monitor Incidents and escalate/notify per policies and procedures until resolution and End-User satisfaction.

• Identifying improvement gaps and implementing corrective measures.

• Reviewing and overseeing all financial activities, performance, and documentation.

• Maintaining and deepening positive relationships with existing service partners

• Managing, monitoring, and reviewing business operations.

• Develop and deploy standard best practices for service partners working closely with Technical Service team for cases.

• Responsible in helping to meet/achieve Customer SLA.

• Supports the Client Account Manager and Business Delivery Managers for individual clients’ services.

• Deliver a great experience to Service Partners when working within TRT.

• Ensure proper documentation are created, reviewed, updated, and stored.

• Ensures that the Service Partner Database are always updated.