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:

• Oversee incidents requiring Service Partner intervention to ensure timely resolution and end-user satisfaction.
• Maintain positive relationships with service partners.
• Keep Service Partner Database updated.
• Identify improvement opportunities and implement corrective measures.
• Monitor financial activities, performance, and documentation.
• Manage and review business operations.
• Develop and implement best practices for service partners.
• Ensure SLAs are met and customer satisfaction is achieved.
• Support Client Account Managers and Business Delivery Managers.
• Provide excellent experience to service partners.
• Create, review, update, and store documentation.
• Job Type: Full-time

Requirements:

• Prior experience in business development or relevant roles.
• Strong communication and negotiation skills.
• Ability to multitask.
• Proficiency in MS Excel, Word, and Outlook.
• Professionalism, resilience, and attention to detail are essential.