L3 Tech Support Team Lead

2 days ago

Pasig, National Capital Region, Philippines Converge ICT Solutions Inc. Full time ₱1,500,000 - ₱3,000,000 per year

L3 Tech Support Team Lead

Qualification

Minimum: 4+ years in IT Service Management, Service Assurance, or Network Operations.

Job Description

Act as the escalation point / Subject Matter Expert of the team for the shift for complex issues in incident management

Does work and capacity planning for the team under her/his shift

Reports status updates and service improvements to the Service Operations Lead and makes sure the team completes the handover for the next shift

Works with the problem management for possible trouble tickets to be resolved via operational fixes or for demand planning

Make sure to log problem tickets with or without a workaround for recurring and highly affecting incident tickets

Recommends Shift Left activities for our Customer Support to increase First Contact Resolution (FCR) coverage

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