Network Monitoring Senior Associate

About the Company

Part of a team that functions as a single point of contact for service disruption, service requests, and for request for change. Overall ticket owner comprising of activities but not limited to incident diagnosis and resolution, request fulfillment and management on service-related modifications.

About the Role

Functions and Responsibilities

• Point of interface for fault management and change management. Responsible for technical troubleshooting and ensure timely resolution.
• Ensure regular customer communications of status progress on their reported concern.
• Escalate to high level support for prolonged cases for resolution or require their immediate attention.
• Attends to service requests and do necessary system configuration and coordinates with high level support if beyond capabilities.
• Proactive platform and infrastructu...