Duty Manager - Technical

Role Overview

Helpdesk and Records

• Close complaints and requests logged by clients, licensee employees, and the property-management services team according to SOPs.
• Maintain site documents and coordinate preventive, routine, breakdown, and service-support records.
• Collect utility billing data, resolve discrepancies within 48 hours, review vendor reports, and prepare engineering and incident reports.
• Analyze recurring and long-pending helpdesk problems and drive resolution and process improvement.

Technical Vendor Management

• Ensure sub-vendors comply with SLAs for engineering, HVAC, BMS, STP, lifts, electrical, DG, and related technical services.
• Coordinate access and cross-support among vendors, licensee teams, PMC teams, and contractors.
• Monitor contractor activities and ensure fit-out guidelines are followed without disrupting the licensee's business.

Scheduling and Team Management

• Coordinate preventive maintenance, breakdown, and shutdown activities delivered in-house or through AMC and outsourced vendors.
• Conduct daily and weekly M&E vendor briefings and provide induction and training for new team members.
• Resolve shift-roster issues, balance workloads, and support smooth 24x7 operations and team building.

Service and Development

• Maintain a customer-focused approach, build long-term client relationships, and support collaborative vendor delivery.
• Manage performance, identify risks and opportunities, provide optimized solutions, and take accountability for results.
• Complete five Clarity Net courses per quarter, totaling 20 certificates during the year.

Prerequisites

• Minimum three years of working experience as a Site Lead.
• Graduation is required.
• Exemplary customer service skills with a focus on client relations.
• Excellent analytical skills with problem-solving aptitude.
• Good written and verbal communication skills.