Incident Lead, Pampanga

Required Deliverables:

• Ensure all logged incidents are resolved within SLAs.
• Ensure all internal personnel involved in a service call work efficiently to meet SLAs.
• Ensure all customer communication within a service call is prompt, professional, and reliable.
• Ensure all commitments made to customers are met or rescheduled with their knowledge and approval.
• Send executive updates in a timely and accurate manner.
• Escalate issues to the correct channels promptly.
• Manage initial client escalations for service calls.
• Ensure all requirements are completed before closing service calls.
• Update all service calls with accurate information promptly.
• Ensure proper handover of service call tasks at the start and end of each VCA/GSD shift rotation.