Job Summary:

The Event Monitoring team is a 24*7 on call team which responsible for event

alert monitoring, handle the alert ticket in ITSM tool with existing knowledge

base and communicate the stake holders based on the agreed service level.

Essential Functions of the Job:

· Close monitor the system alerts on monitoring platform, prioritize the alert for further action.

· Created tickets in ITSM tool with required information, assignment /escalation the ticket to the proper technical team based on the support flow.

· Resolve the alert ticket based on the shared knowledge base including actions such as remove restart service, run script, etc.

· Communication to designed stake holders with Email, phone, Teams, Zoom, Wechat, etc based on the alert type.

· Collaboration with multiple technical teams to driving the issue resolving.

· Right document/record all related information, action and knowledge referred for each ticket.

· Strictly follow the process during the alert support.

· Manage the access to multiple tools.

· Daily Team operation management including shift arrangement, reporting, reviewing, etc.

· Team member performance evaluation and communication.

Knowledge/Skills Requirements:

· Good understanding of the organization's goals and objectives.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.

· Ability to absorb and retain information quickly

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation

· Experience working in a team-oriented, collaborative environment.

· Well Adapt to night/weekend shift

· Lead by setting a good example (role model) – behaviour consistent with words

· Effectively manages and motivates team - - creates environment in which people seek to do their best

· Contribute to achieving goals in any other task delegated by the Master Data Operations Manager

Education Requirements:

• Bachelor’s degree or equivalent

• Speaking level English skill

• Familiarity with ITIL 4 is advantageous

same as above