SSMI (Single Store Management Incident Specialist) - DMA Overseas Services

Job Description

Title: SSMI (Single Store Management Incident Specialist) - DMA Overseas Services

Company Name: Datasoft Manufacturing &Assembly Inc. Ltd

Vacancy: 10

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor of Science (BSc)
∎ CSE
∎ Skills Required: Computer skill, Excellent verbal communication skills in English

Job Context:
∎ Are you someone who understands the need for problem solving and helping clients resolve their issues? Do you have excellent communication skills and have a passion for exceptional client service? Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience. Then you have found a career path with DMA Overseas Services A company of DMA inc. Ltd (https://dma.com.bd).
∎ We are seeking to fill several positions on our MIM Team in the role of Incident Response Specialist. You would be a member of the MIM (Major Incident Management) team. The MIM team is a specialized group that is responsible for analyzing request for incident support and formulating an action plan by engaging with the teams necessary to investigate and resolve the incident. YOUR ROLE DOES NOT RESOLVE this issue but helps to coordinate and communicate to stakeholders.

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:
∎ Both males and females are allowed to apply
∎ Must have personal computer with windows pro 10, and with at least 16gb RAM.
∎ 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:
∎ Multitask... Must have the ability to multi-task and stay focused while working under pressure
∎ An eye for detail... (ensure processes and policies are being adhered to and standards are being met for all SSMI you are assigned)
∎ 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)
∎ 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))
∎ 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. 35000 - 40000 (Monthly)

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 17 Jul 2022

Company Information:
∎ 7 Jul 2022
∎ Datasoft Manufacturing &Assembly Inc. Ltd
∎ Address : Rupayon Shelford Tower, Level-15, 23/6, Mirpur Road, Shamoly Dhaka
∎ Web : https://dma.com.bd

Category: IT/Telecommunication

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