As part of our growth, your tasks will be :
Receives, responds, handles or resolves requests for support / investigation in-line with the agreed procedures.
Manage (tracking & maintaining) Security SLA compliance monitoring and preparing / sending of weekly, monthly, and annual standard reports.
Tracking job progress against pre-determined KPI’s and follows-up on the cases that are still on job progress and close out : Communication correspondence such as emails and telephone messages / calls are followed up or completed as required.
Consistent updating of asset, case, and incident reports history with works record sheets, ensuring data is maintained correctly and completed in line with company procedures.
Uploading and safe-keeping of asset information as held in the helpdesk database / storage
Monitor progress of cases regularly in order to meet deadlines.
Ensure that reports generated and results of data analysis are communicated properly.
Support and closely collaborate with teams / department on the day-to-day management of Security operations and activities.
Perform other data management activities through the usage database and statistical tools, software and methods.
Recommend solutions (through knowledge in programming) for process improvement and promote automation awareness by reducing (if not eliminating) manual task.
Liaise with other teams / departments to understand Process / Business reporting needs.
Develop quality ad hoc reports and analyses with minimal supervision.
Ensure protection and maintain confidentiality of SOS operations, staff / agents and report.
Perform all other tasks as directed by the Security Team Leader / Manager, SOS and / or Head of Security.
You know you are the perfect fit if you have / are :
Bachelor’s Degree in Computer Science, Information Security Management, or any IT related courses, Engineering, or any related field / equivalent degree
At least 1 year related work experience in the field of administering data base and in-depth analysis of the data (forecasting, auditing, computing percentage error, etc.
that may include programming and presentations.
Knowledge in creating and maintaining database information using SQL and SAS.
Must have intermediate to advanced experience in when it comes to MS Excel, SQL, MS Access or other database tool.
Knowledgeable in Macro Programming / MS Excel VBA,C#, Virtual Studio (min. 2013)
BPO Workforce Management experience is an advantage.
Proficiency in MS Office applications particularly Word, Excel and Power point.
Can comply with typing speed requirement (who can enter between 60 and 80wpm) with most attentive accuracy
Good presentation and communication skills.
Skill in multi-tasking and time management, attention to details, common sense, and reasoning ability.
Able to learn many different internal systems quickly.
Flexibility and able to work well under pressure, both independently and as a team while maintaining accountability for one’s own body of work.
Able to think proactively and come up with solutions and ideas.
Good management, organization, analytical, and planning skills.
Strong ability to undertake daily hard work and manage multiple priorities.
Self-disciplined with a strong ability to set and follow priorities without micro-supervision
Must possess the ability to conduct research via internet and varied sources & basic understanding of social media (Facebook, Twitter, etc.)
Pleasant, clear telephone voice with good typing skills.
Must possess good judgment, analytical, and communication skills.
Results oriented and values service excellence, team player and with high level of personal and professional integrity.