INT-7E81978 | OSS MANAGER

OSS Manager will be responsible for the operational support of different locations and people management

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Duties and Responsibilities: 

· Oversees several KMC sites in different locations

· Handles client escalations onsite

· Oversees junior members of OSS team 

· Manage workforce scheduling

· Provides third-line investigation and diagnosis 

· Help Resolves and closes incidents/service requests as per help desk procedures & allocated timelines 

· Escalates unresolved incidents/service requests within agreed timescales 

· Logs relevant incident/service request details per help desk procedures 

· Communicates with clients regarding incident progress 

· Ensures tickets are always updated until issues are resolved

· Working knowledge of office automation products and computer peripherals for common areas, conference rooms, server rooms and other IT assets on where located.

· Handles performance management tasks including providing feedback, coaching, and performance reviews

· Performs additional task that may be assigned by the immediate supervisor 

Minimum Competencies:  

· Able to work flexible hours on a rotating schedule including evenings, holidays and weekend.

· Willing to be assigned to any location.

· Ability to work as a team player within a department as well as with other departments.

· Good customer service skills.

· Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.

· Ability to retain detailed information.

· Ability to solve problems

· Ability to work in a fast-paced, high-growth environment

· Excellent customer support skill

Minimum Qualifications: 

· Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent

· 3+ years in people management

· 5+ years in IT Support including IP phones, desktops, laptops, applications, Wi-Fi, and system setups

· Experienced with systems/network engineering including routers, switches, and firewalls

· Experienced with Microsoft 365 products such as Outlook, Onedrive, Sharepoint and Teams

· Experienced with Windows10-11 and Windows Server Active Directory

· Cisco, Microsoft, Comptia or ITIL Certification is a plus