Description
: (including but not limited to)
·24/7 Accept/Orchestrate Service Desk & NOC Operations
Overall accountability for 24/7 Level 1 Service Desk operations including the APAC Regional TNSLink Support TeamEnsure consistent performance across TNSLink NOC and Accept/Orchestrate Service Desk.Ownership of ITIL-aligned incident, service request, and escalation processes.Provide ‘high level’ backstop to shift supervisors in ensuring pro-active ticket queue management·Incident & Major Incident Management
Senior escalation authority for critical incidents.Coordinate cross-functional response during service-impacting events.Oversee root cause analysis and corrective actions.Comply with TNS incident management policy and process to ensure the effective management of all service incidentsDrive TNS vendors in resolution of service incidents forming part of TNS service, but which are o...