Monitoring Supervisor

Job Purpose 

The VMT Supervisor runs a team of VMT in KL, motivates and manages performance of the individuals to meet all service levels and achieve the desired level of monitoring quality.  

Besides the job purpose of middle level, key aspects of the job include: 

- leading VMT KL team of monitoring specialist, managing the day-to-day performance, service levels and customer satisfaction-daily, weekly, monthly reporting of performance against SLAs 

- training and coaching specialists to improve all technical and customer service aspects of their development 

- taking the primary coordination or communication role in all alerts/requests 

- handling feedback from business co-workers, and dealing with other difficult situations encountered by the specialists" 

Job Description: 

1. Accept working in shifts: morning shift, swing shift, and night shift 

2. Proficient in Global IT monitoring and Global call service 

3. Guide monitoring specialists during daily operations.  

4. Explore new monitoring method to boost efficiency and accuracy; propose solutions based on needs.  

5. Analyze monitoring data, and provide professional solutions/support based on the data analysis 

6. Collaboration with the peer VMT team in China 

Qualifications: 

1. Bachelor's degree 

2. 5-8 years of relevant experience 

3. Proficient in both Chinese (Mandarin) and English 

4. Require high vigilance and constant monitoring of the screen, so it demands extremely high discipline.  

5. IT background is preferred 

6. Proficient in formulating and optimizing various monitoring procedures, capable of handling complex alerts.  

7. Able to communicate and coordinate efficiently with other departments to handle various emergency situations.  

8. Highly responsible and professional, dedicated to fulfilling monitoring duties with strong sense of responsibility and collaborative team spirit 

9. Able to conduct in-depth analysis and mining of monitoring data to extract more valuable information.  

10. Exceptional skills in observing and assessing potential risks during monitoring.  

11. Keep up with industry trends and tech applications, continually upgrading monitoring skills  

Workhour (Malaysia local time) 

Morning shift: 7am to 3pm 

Swing shift: 2pm to 10pm 

Night shift: 10pm to 7am"