Duties and Responsibilities

• Involved in the creation Service Level Agreements
• Facilitates periodic evaluation and negotiation of SLA’s.
• Translates customer requirements into working instructions for Service Delivery.
• Mitigating and solving escalations with urgency and determination
• Provide regular update to customers for on-going activities such as Incident/Problem resolution,
  service request, activities related to Change Request, etc.
• Provide detailed reports related to service delivery performance
• Building and maintaining client relationships.
• Ensuring that quality services are delivered with regard to the agreed SLA.
• Manages delivery and lifecycle of services for business strategy development
• Identify and analyze issues based on feedback

Qualifications

Minimum Education

• Graduate of any four- or five-year collegiate course preferably in the field of Information and
  Communication Technology

Minimum Experience/Training

• At least 2 years of experience of being technical support engineer is preferred
• At least 2 years customer facing service delivery management or project management
  experience is preferred
• Work related experience performing ICT Project Management and/or Service Management is
  preferred
• Preferably ITIL certified

Competency

• Basic ICT Knowledge covering network and information security an advantage