Subject Matter Expert (SME) acts as Level 2.5 to support Asia Service Desk (ASD) to resolve Business Application incidents within the ASD organization. With the knowledge transferred from Business Application experts, SME is able to resolve business application incidents within the ASD minimizing the need of incident outbound escalation.

Responsibilities:

• Report to Regional SDM supporting Asia IS&T Service Desk program;
• Liaison between Central Support and Service Desk for ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;
• Prepare report in visualizing tools such as PowerPoint, Excel, etc.;
• Analyze data set and perform presentation to the client by visualizing tools;
• Perform problem management/analysis with other Support Groups and capturing the details to prevent recurrence of the top topics in each month;
• Diagnose, investigate and resolve bus...