Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Knowledgeable in products such as Windows, MS365, Azure Cloud, OR any related tools/technologies.
Knowledgeable in IT Service Management process.
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
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Assist in creating mock-ups, or logic decision flows to visualize digital solutions for stakeholder buy-in and approval.
Serve as the primary point of contact between GTPC department and technical partners (IT/ system vendors) during system configurations and enhancements.
Drive the tracking of business requirements, deliverables, system issues, timelines, risks, and dependencies to ensure projects remain on schedule and within scope.
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•Adhere to company Program Management guidelines and project governance processes.
•Adopt to the project implementation SOP to develop, implement, and maintain a detailed project work plan, including appropriate controls, governance structures and monitoring to ensure on-time, on-budget, and quality outcomes.
•Responsible for providing progress reports/input on project status, capturing of risks and issues.
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Simulate Customer Scenarios: Utilize our specialized onsite support laboratory to recreate customer scenarios, test assay performance, and validate technical solutions
Facilitate Knowledge Sharing: Utilize AI-driven knowledge management tools to create self-fix materials, support software/hardware updates, and deliver technical discussions for customers and internal teams
Collaborate in Agile Networks: Participate in local and regional service projects within the hub, collaborating cross-functionally to improve service delivery and strengthen long-term customer trust
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Track technology vulnerabilities, patch compliance status, remediation activities, and security control implementation across infrastructure, platforms, and applications.
Maintain oversight of technology assets reaching End-of-Support (EOS), End-of-Life (EOL), End-of-Service-Life (EOSL), or End-of-Vendor-Support status, ensuring timely remediation, upgrades, or replacement planning.
Support technology compliance assessments, audits, and regulatory reviews by coordinating evidence collection, documentation validation, and remediation tracking.
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Act as Technical Product Manager in operations, ensuring all technical components (servers, middleware components, application modules, interfaces, job chains, schedulers, connectivity paths) remain secure, compliant and lifecycle‑current.
Monitor, track and plan technology lifecycle events (EoL/EoS, patch cycles, hardware refresh, OS upgrades, middleware version changes) together with infrastructure and platform teams, ensuring risks are identified early and scheduled into IBSol governance cycles.
Execute Incident, Problem, Change and Release Management according to IBSol service standards, including detailed analysis, task coordination, root‑cause identification and technical approvals.
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Create and enforce cybersecurity protocols to protect against threats. Lead efforts in identifying and assessing IT security incidents and breaches, developing risk mitigation, evaluating countermeasures and recommending effective controls to mitigate IT risks.
Develop, implement, and manage IT policies and guidelines, ensuring compliance with industry standards, all audit controls and relevant regulatory requirements.
Identify and assess new technologies to enhance the organization’s security posture and infrastructure performance, therefore gaining a competitive advantage for the overall business.
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People Leadership: Direct autonomy to hire, train, guide, and build a high-performing sales team.
Culture & Perks: Energetic, idea-driven culture with medical, dental & optical claim benefits, structured training, and annual company trips.
Team Leadership & Coaching: Hire, train, guide, and monitor sales team members; lead sales planning, pipeline management, and performance reviews to achieve team sales targets.
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