Ensure optimal service delivery by proactively monitoring service performance, identifying and resolving issues, and generating comprehensive reports to maintain client satisfaction and meet service level agreements.
Job Duties & Responsibilities:
- Proactively monitor service performance through dedicated dashboards and monitoring tools
- Identify and analyze service disruptions or reliability problems
- Escalate critical issues to the appropriate technical teams for swift resolution
- Track key performance indicators (KPIs) for service availability, response time, and resolution rates
- Generate comprehensive reports on service health and performance, ensuring delivery to clients within agreed SLAs
- Collaborate with internal teams, including IT operations and account management, to maintain optimal service delivery
- Stay updated on service offerings, monitoring tools, and best practices
Requirements
- Following a diploma/degree or equivalent qualification related IT and/or Business Management
- Excellent communication skills in English language (Verbal / Written)
- Good customer service skills
- Positive attitude and pleasant personality
- Sound knowledge in Microsoft Office packages
- Ability to handle pressure and work with minimum supervision
- Ability to work extra / extended hours
- Ability to work for the night shift [3.00 pm - 11.00 pm] and according to the UK calendar
Benefits
Benefits
💰 Pegged Salaries to the USD
🏠 Hybrid Work Arrangement
🏦 Performance Bonus
🏥 Private Health Insurance
🌴 Paid Time Off
📚 Accelerated Career Growth
💻 Latest Tech Equipment
🚀 International Exposure
🎳 Team Engagement Allowances
🗣️ Free Mental Health Counselling
🥳 Exciting Company Events
📆 Paid Bereavement Leave
