Job Description
Overview of Role
To contribute Citigroup by providing professional monitoring and escalation services 24 x 7. At the same time valuable administrative work is required.
Role Description
Main function - Monitoring and escalation
Day to day 24 x 7 Operation
- Monitoring of specified systems
- Opening Incident Ticket by incident tracking tool and resolution follow up (*4)
- Notification to distribution list of trouble
- Escalation to appropriate parties and it’s Status tracking (*1)
- Data maintenance – contact list update and knowledge base input
- Customer impact information collection (*2)
- Recording and Reporting of said items (*3)
- Operation improvement feedback (what was good and what needs improvement)
- House keeping for productivity and office safety purpose
Off line Operation support
- Incident report information collection
- Reporting
Secondary functions – Administrative work
- MIS report creation support
- Document translation
- Intranet development & improvement
NOTE:
Detail of *1, 2, and 3
Communication;
- To escalation contacts
- To a counter part in Singapore, US, UK
- To internal customers
- Team communication
Detail of *4
- Daily Call Log recording and Virtual Tech (global ticket management system)
:: To be input real time, then reviewed by reporting manager
- Web based Hands Over Sheet
:: To be completed by shift work end, then reviewed in hands over meeting
Key Role
JCC Escalation Analyst
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