Full Time Duty Manager Jobs, in Sonata Software Federal Territory - Maukerja

Position Purpose:

The Duty Manager is responsible for a timely review and assignment of all incoming escalations within the teams’ queues. As part of the core role, the Duty Manager will ensure below:

Responsibilities:

• Monitors team queues for incoming cases
• Identifies out of scope cases and redirects them to the right teams
• Assigns cases within SLA to the team members according to agreed criteria based on team specialization, skills and availability
• Reassigns cases and monitors duty management email communications
• Is aware of all process changes that are relevant to the team’s scope
• Follows established processes to engage with stakeholders or internal teams
• Any other duties as needed by the management team*

Key Skills and personal attributes

• Passionate about resolving complex problems
• Passionate about Microsoft products/services
• A service customer advocate at heart; ability to empathize
• Effective active listening
• Strong organizational skills and the ability to self-direct work to meet deadlines
• Confident with their own judgement of a situation and able to articulate the reasoning behind it
• Exceptional troubleshooting and problem-solving skills
• Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions
• knowledge and experience in Microsoft Products such as M365, Azure etc.
• Knowledge of Operating Systems, Active Directory, Clustering and Networking an advantage