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.