Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls 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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Obtains input and negotiates with program leadership, customers, customer teams, product engineers or technology teams to deliver robust prototype and production designs, technical risk mitigation plans, and coordinated deliverables of new or current product change activity.
Other important stakeholders of this role include preferred partner suppliers, manufacturing, purchasing, technical leadership and marketing teams.
Makes decisions in the areas of design and project risk trade-offs that impact program cost or delivery without sacrifice of quality expectations.
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Maintain records for preventive maintenance, corrective maintenance, incident follow-up, and audit evidence.
Conduct DR trend and gap analysis by correlating incident management data with DR exercise results to identify gaps.
Analyse and visualise the Disaster Recovery (DR) dashboard, providing a centralised view of DR readiness Build the Book of Work (BOW) and DR Operations Manual in Confluence to create a comprehensive repository.
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Hartalega is made up of a tight-knit, passionate and highly-skilled set of individuals. From our top executives, to our line technicians; we are all proud to be part of an elite group responsible for revolutionising the glove-making industry.
Job Purpose
Execute assigned data collection, process monitoring, and documentation tasks according to defined procedures to maintain product quality and process compliance.
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Internal communicate and work closely with sales, engineering, procurement and other departments to ensuring the overall company objectives/performance is achieved.
Prepare project documentation such as weekly or monthly report, Project Plan, Technical Document, Material Document Submission, drawings and OMM.
Participate in the regular meeting of the project, allocate, arrange and complete the relevant work on time according to the meeting requirements and report daily or weekly progress at site.
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