CTC007393 - Consultant - Operations Support

Type d'emploi: Contract

Durée: One year

Mode de travail: Mixed

Description

• Bilingual required

• 2 to 3 days from the office are required

Typical day to day in this role

• Available 7/24 for escalations one week per month on a rotation basis

• Responsible to implement solutions to improve the customer experience

• Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution

• Ability to provide leadership and technical guidance on Major Incident conference calls.

• Proactive approaches to eliminate problematic trends

• Produce and Review Post Mortem Reports in a timely manner

• Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)

• Coordinate with internal teams, customer, partners and suppliers to establish communications and manage expectations

• Ensure quality control on Problem/Incident activities

• Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities

• Provide communications to internal business groups and executives throughout the Problems record life cycle

• Identify service improvement opportunities and analyze Risk Assessments

• Acts as the single point of contact for all customer escalations and service assurance related issues

Top 3 skills and qualifications:

• Availability

• Technical skills (LAN and WAN technologies, VoIP, Security)

• Reliability