Tech Operations Officer

JOB SUMMARY

Primarily responsible for providing excellent service and assistance to all technical related inquiries, requests, problems, and concerns of all Contact Center teams, officers, and management. Provide timely and quality handling of inquiries, requests, problems, and concerns received via phone call or text, Viber, MS Teams and corporate email. Responsible for incident handling, ticketing, and first level checking/fixing. Monitors and report status of all scheduled support activities and projects.

KEY RESPONSIBILITIES

• Handle all technology related inquiries, requests, problems, and concerns of all CCC teams.

• Acknowledge all incidents and problems escalated to Technical Support team

• Open incident/problem tickets, assign technical personnel, follow-up open tickets, and close

incident/problem tickets

• Escalate/Report major issues or problems to CCC Management and/or CCC Tech Section Head to

facilitate needed resolution or escalation

• Report/Escalate/Coordinate incidents, problems, and concerns of any CCC teams/personnel to IT

Support and Helpdesk teams

• Submit required reports and documentation to immediate superior related to inquiries, requests,

problems and concerns received

• Serve as point of contact or support for various CCC work system activities initiated by IT or work

system owners

• Handle Access Entitlement Reviews of various CCC work systems

• Comply strictly with the bank’s standard policies, procedures and guidelines in the performance of

day-to-day tasks to meet agreed KRA/KPI targets and quality standards at all times

• Monitor and report status of scheduled activities and/or projects

• Upkeep and maintains an organized workstation, office equipment, office supplies and tools

• Perform other duties that maybe assigned from time to time

KEY QUALIFICATIONS

• Bachelors Degree

• At least with technology background and/or contact center experience.

• Good customer service orientation

• Experience in banking industry is an advantage.

• Working knowledge of Windows desktops (i.e. Windows 11) and server operating systems (i.e. • •

Windows Server 2012)

• Knows how to troubleshoot problems involving Data networking (i.e. LAN/WAN), Voice/Telephony

systems, Video systems, productivity suite programs (i.e. MS Office, Open Office and Libre Office),

and various email client programs (i.e. Lotus Notes and MS Outlook)

• Adept in setting-up and configuring PC applications including various peripherals and knows how to

perform 1st level troubleshooting