Jabez John Email and Phone Number

• Develop and drive strategy, as part of the IT Service Management, Incident and Operations Management.• Review and manage day to day datacentre, overall banking operation and IT Operational issues.• Manage performance of services delivered by IT service vendors• Develop and maintain the Incident and Problem Management processes to assist the other ITIL disciplines in minimizing the adverse effect on the business Change, Service Request, Release, Problems, Configuration and Asset Management.• Ensure that changes to processes are properly approved, communicated and managed through the Change Management process.• Direct intervention with command and control centre (CNC) and Rapid Response Management unit as to proactively identify all kind of issues to major impact to business, clients and end user.• In charge of Emerging incident Team previously known as Sev 3 team. By coordinating day to day BAU operations and additional ad-hoc tasks.• Monitor high priority alerts by coordinating with various production support teams to identify valid alerts that could threaten the bank.• Liase with Senior Management Board during any major (High or Critical) Incidents as to keep them closely informed on the recovery so that penalization and impact to the bank could be minimized. Senior Management Board will also be required to actively participate during major outbreaks or natural disasters as to not delay decision making during critical times.

• Responsible for registering and classifying received Incidents and undertaking an immediate effort in order to restore a failed IT service as quickly as possible • Communication to IS management and stakeholders• Manage third-party suppliers where responsible to deliver a Service Level Agreement and or Operational Level Agreements• Close cooperation with problem management• Hold regular meetings with IT Groups to review on-going issues and activities and report to the Service Management and IT Steering Committee as required• Ensure that Incident Management functions, systems, services and on-going procedures conform to the requirements of the Legal, Audit and Compliance Departments and external regulatory bodies• Provide training and job aids where required

Employment Type: Full TimeI am currently in the Microsoft Loyalty Program department. Microsoft Loyalty Program is all about supporting Microsoft, Volume Licensing users, MSDN, Dreamspark & Technet subcribers etcAct as the-point-of contact as Microsoft representative and adhere to established work group or team Processes and procedures Taking email inquiries, complaints and questions from customers related to billing, technical & change of products issues using appropriate listening skills, questioning skills and empathy skillsKeeping accurate call logs regarding the solution applied to the customer’s problemCreate a positive customer experience through providing an efficient and quality solution to customer enquiries/ problemCustomer phone escalations and improvement in Call Handling efficiencyEscalate any queries or unresolved issues, which cannot be completed within the agreed proceduresWork on agreed productivity and quality standards (log-on time, talk time, customer satisfaction monitors and etc)Responsible for developing, coaching and profiling agents to excel in technical troubleshooting skill’sSet own goals to achieve to assist in overall achievement of Key Performance Indicators KPIsSupervise volume licensing agents – 35 agentsPrepare reports on the escalations and complaints received by weekly and monthly.Receives and reviews all RM escalationsIdentifies all other information required from the complaints/issues and send back to submitters for completion, prior to escalations to RMTs, as appropriateAssigns issue to Response Management Team (SME)Act as back-up for Team managers in times for long absence from work as a result of sickness, annual vacation leaves, offsite trainings and meetings.

Employment Type: ContractHandle customer queries regarding product and services which covers on prepaid and post paidLog all the cases on the tools that's been given Assist customer in solving their issue and escalate the cases to the necessary department is the issue can't be resolved by the frontline

Employment Type: FulltimeUpdating North Port system movement, Preventive Maintenance (PM), Service Job Report (SJR) and driver's movement under my supervisionAnalyze the pro and con's feedback by the engineerFollow up on the case and make ownership on those cases are pending for approvalLogging calls and answer calls promptly Assigning engineers on side and monitor the head counts on each respective department on each projectPrepare quotation and also perform other duties as assigned or requested