Overall job purpose:
To liase with clients, manage client expectations for delivery of patch releases/ resolution of defects.
To Provide monthly or weekly updates to clients.
Coordinate with the team resources based in Bangkok/ Hong Kong.
Work with the development team to ensure timely completion of fixes and delivery to clients.
To share on call duties with 2 other staff members.
To support team members in carrying out investigations to determine the origin of reported problems or queries within the Product, devise & specify suitable resolutions to overcome such problems or answer such queries, define system settings and use modifications to implement the resolutions and test such changes to ensure they function according to the specification of the product and client requirements.
To be responsible for problems of high complexity and urgent priorities.
Timely delivery is working towards achieving progression/resolution of given Business analysis, Client Help Query and System Testing actions within agreed time lines of a RMS call. The agreed timelines of a RMS Call can be dictated by the 'Severity' of each RMS issue and 'Service Level' of each client in conjunction with those set by your immediate team leader/manager.
Manage the allocation of work within their team effectively and consistently. There are several factors in carrying out this task successfully of which some or all need to be considered at the same time.
Qualifications: