Job Opportunity at AXIANS
The Role
We are seeking a Tech Talent to perform duties as a Critsit Manager and integrate a Critical Situation Management & Escalation Team (CMET).
The primary focus will be to manage Premier Customers' & Partners' Critical Situation incidents to ensure that any need of escalation is addressed.
Key Responsibilities
* Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs;
* Owning active Critical Situations;
* Expanding internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations;
* Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process;
* Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations;
* Pursuing proactive actions to help prevent future issues;
* Leading project and working group to improve process and tools;
* Establishing / Maintain Relationships;
* Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible;
* Actively participating on projects initiatives owned by CMET;
* Providing CritSit reporting to allow businesses to make better decisions.
Requirements
* Fluent in English and Chinese/Mandarin (spoken and written);
* Service delivery experience would be preferred;
* Good understanding of Microsoft products and technologies;
* Computer/Technical skills. (Windows, Office, etc);
* Exceptional organizational skills to manage effective escalation within different departments;
* Problem solving skills;
* Ability to work non-standard hours, weekends and public holidays is required.
What We Offer
* Opportunities for career advancement;
* By integrating large Axians projects, you can undertake training and certifications in various technology areas that will help you increase your expertise;
* Professional development in international markets;
* With the international projects we have for you, you will be put to the test, gaining experience, proving your worth and becoming good at what you do;
* Challenging challenges of great dimension;
* We offer you tailor-made challenges that will allow you to develop skills in the area you want the most and, who knows, become an expert;
* Support in professional and personal development;
* Benefit from Axians' offer that includes a Friend Get a Friend plan, as well as progression in the company through a career plan.