Service Operations Specialist

Summary

Join our team as a Service Delivery Incident and Service Request Queue Operator and play a critical role in managing and monitoring incident and service request queues, ensuring timely resolution and effective communication.

Requirements

• Education: Bachelor’s Degree Computer Science, MIS, or related technology field, or equivalent practical experience
• Experience: 5+ years in incident response and major incident management
• Previous experience in a service delivery or IT support role, with a focus on incident management and service requests
• Proficient in using cloud service management tools and systems
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud
• Both Linux and Windows experience
• Experience working with Confluence/Jira
• Skills: Strong organizational and multitasking abilities in a cloud environment
• Problem-solving skills and attention to detail
• Excellent communication and interpersonal skills
• Ability to work effectively under pressure and in a fast-paced environment
• Certifications: ITIL Foundation or similar certification
• Certification in AWS, Azure or Google Cloud is a plus

Responsibilities

• Monitor and Manage Ticket Queues: Continuously monitor incident and service request queues to ensure timely response and resolution
• Prioritize Requests: Evaluate and prioritize incoming requests based on urgency and impact, directing them to the appropriate teams or personnel
• Coordinate and Communicate: Serve as the primary point of contact for Cloud Service incidents, coordinating with internal teams and providing updates to stakeholders as needed
• Documentation: Maintain accurate and detailed records of incidents and service requests, including resolutions and actions taken, in the service management system
• Escalation Management: Identify and escalate complex or high-priority issues to senior team members or management, ensuring swift resolution
• Performance Metrics: Track and report on key performance indicators (KPIs) related to incident and service request management, identifying areas for improvement
• Continuous Improvement: Collaborate with the team to identify process improvements and implement best practices to enhance service delivery
• Customer Support: Provide excellent customer service by promptly addressing inquiries and concerns, ensuring a positive experience for all stakeholders

Benefits

• Competitive salary and benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• Opportunity to work remotely with a dedicated and motivated team
• A remote work environment built on collaboration, flexibility, and respect
• Varied and challenging work to help you grow your technical skillset