Full Time
Bangkok, Thailand
Posted 8 hours ago
Axiom Technologies is a Global IT Services partner supporting medium- to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com
We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Key Responsibilities:
- Own and manage KPI & SLA performance for the ICR Market.
- Drive actions and closure of Red/Amber performance measures, working with FS Engineers on improvement plans.
- Act as the Single Point of Contact (SPOC) for escalations related to ICR Market FRMs.
- Monitor day-to-day operations and performance of FS Engineers across ICR Market FRMs.
- Prepare, review, and present Weekly Operations Reviews (WOR) and Monthly Operations Reviews (MOR).
- Track and ensure timely closure of action items before escalation.
- Maintain regular communication with FRMs regarding actions, performance, and improvement plans.
- Conduct daily backlog reviews, focusing on aging tickets and SLA compliance.
- Lead dispatch planning and management.
- Review shift plans and provide timely updates to customers regarding FS availability and changes.
- Acknowledge escalations and action requests promptly and provide FRMs with a plan of action within 24 hours.
- Review additional/project efforts and resource planning with the Delivery Team.
- Ensure FS teams follow the required HAM process.
- Manage KT and handover for new joiners using appropriate KT plans and checklists.
- Provide availability for critical operational support requests, including 24/7 support when required.
Key Skills :
- Field Services Management
- SLA & KPI Management | Escalation Management
- Dispatch Management
- Operations Management
- Service Delivery
- Stakeholder Management
- Incident & Ticket Management
- Backlog Management
- Customer Management | Performance Improvement
- Team Coordination
- WOR/MOR Reporting
- KT & Handover
Qualifications Required:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Strong knowledge of Windows OS, Office 365, and basic networking concepts.
- Familiarity with ticketing systems like ServiceNow, Zendesk, or JIRA.
- Excellent communication and interpersonal skills.
- Strong troubleshooting and problem-solving abilities.
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.th@axiomtechnologies.com