Senior Associate Managed Services Operations Specialist

About the role

The Senior Associate Managed Services Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to support with planning, coordinating and monitoring the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

What you'll do

• Supports with the management of the shift roster and ensuring that all operations metrics are monitored
• Supports with ensuring that shift handover processes are adhered to and managed
• Supports with the management of shift escalations from clients
• Dashboards all key Metrics and manages the about to be breached situations
• Contributes to ensuring that services are meet the stated service level agreement (SLA) levels

What you need

• Customer service
• ITIL
• Problem solving
• B.Tech or B.E. or B.Sc or BCA