SSMI (Single Store Major Incident) Specialist.
Job Description
Title: SSMI (Single Store Major Incident) Specialist.
Company Name: Datasoft Manufacturing &Assembly Inc. Ltd
Vacancy: Not specific
Job Location: Dhaka (Mirpur)
Employment Status: Full-time
Educational Requirements:
∎ Bachelor of Science (BSc) in CSE
∎ Strong communication skills - both written and verbal.
∎ 3. Understanding of how corporations work - understanding of hierarchy in companies - GAL/outlook.
∎ 4. Self-driven/able to work under minimal supervision.
∎ 5. 2-3 years IT/service desk experience is preferred.
∎ Skills Required: Multitasking
Experience Requirements:
∎ 2 to 3 year(s)
Job Context:
∎ The Incident Response Specialist will report to the Team Lead, Major Incident Management. The IRS
∎ (Incident Response Specialist) Specialist is a skilled and experienced member of the MIM team with a
∎ focus on controlling and handling information around incidents, developing and improving incident
∎ response processes, and communications.
∎ This role is centered around Incident Management for SSMI – Single Store Managed Incidents and needs
∎ to possess strong communication and time management skills. You should also be able to apply
∎ organizational, critical thinking and oral and written communication skills.
∎ As the SSMI Specialist you will respond to major incidents, in our client`s environment. As a primary
∎ interface to the client in crisis, the IRS will have excellent communication and organizational skills, to
∎ support the efficient and smooth handling of incidents. The IRS will have strong skills in collaborating
∎ and supporting their peers.
Job Responsibilities:
∎ Responsible for capturing all the necessary expectations and objectives throughout the length of the SSMI to ensure a successful communication and resolution reporting
∎ • Support all the SSMI communications for the incidents as a primary incident handler
∎ • Work with priority and precision to ensure smooth escalation of the incident
∎ • Document all details for the incident to ensure all details are passed onto the team that the SSMI was escalated to
∎ • Maintain and develop relationships with all consulting and technical support leaders and team
∎ members
∎ • Ability to communicate with a customer in a clear and precise manner
∎ • Maintain and improve capabilities for SSM Incident Response, including researching, selecting, and implementing processes as directed
Additional Requirements:
∎ Age at least 25 years
∎ Some experience working a service desk environment would be an asset
∎ • Some technical background – enough to understand the issues to provide details for the incident ticket
∎ as being created
∎ • Excellent communications skills (active listening, written, oral)
∎ • Client facing communication (report issues to customer in a timely manner, demonstrate expertise of
∎ the overall business need)
∎ • An ability to thrive in a high-pressure environment and meet tight deadlines
∎ • Proven ability to work cooperatively within a team as well as take responsibility for own work
∎ • Customer service mindset
∎ • Possesses acceptance of ownership
∎ • Demonstrates patience and understanding
∎ • Strong organizational, time management, and prioritization skills
∎ • A positive and constructive minded team player
∎ • Ability to work autonomously as a positive and constructive minded team player
∎ · An understanding of troubleshooting, reasoning, and problem-solving skills
∎ Mandatory Key Skills required:
∎ 1. Multitask… Must have the ability to multi-task and stay focused while working under pressure
∎ 2. An eye for detail… (ensure processes and policies are being adhered to and standards are being met
∎ for all SSMI you are assigned)
∎ 1. Be calm under pressure… (you are on the front line during major service issues, so need a cool head
∎ and the ability to make others feel at ease. As well as keeping calm, need to think fast)
∎ 2. A methodical mind... (need to use systematic methodology to evaluate, design and implement
∎ process and need to make recommendations based on process and guidelines provided. Understand if
∎ process is not being followed and spot potential issues blocking the team ability to move forward,
∎ escalate or resolve))
∎ 3. A good communicator... (keeping people informed is crucial, but particularly during a crisis. In this role
∎ you must be good communicator and able to translate messages and information to people at all levels
∎ and should be empathic, good listeners and able to take negative feedback without being defensive)
∎ All training for this position and each step in the support for the MIM desk will be provided.
Salary:
∎ Tk. 40000 (Monthly)
∎ Salary: 40,000 bdt (based on hourly work done)
Compensation & Other Benefits:
∎ Office Location: Mirpur Rd, Shyamoli (opposite to shishu mela)
∎ • Operation hours: Night shift, 12hrs
∎ • Working days: 4 days a week (48 hours weekly, 192 hours monthly)
∎ • On Premise (Not Remote)
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 30 Nov 2022
Company Information:
∎ 20 Nov 2022
∎ Datasoft Manufacturing &Assembly Inc. Ltd
∎ Address : Rupayon Shelford Tower, Level-15, 23/6, Mirpur Road, Shamoly Dhaka
∎ Web : https://dma.com.bd
∎ Business : Laptop Manufacturing
Category: IT/Telecommunication
:
Deadline Expired on 30th Nov 2022
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