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About the Role
Responsibilities
- Deliver Service Operations support to both internal and external customers in alignment with contractual terms and established Service Level Agreements (SLAs).
- Maintain and ensure the optimal performance of all systems and products managed by the Service Operations team.
- Serve as the single point of contact (SPOC) for customers when required, coordinating with internal resolver teams, the Service Desk, and customers to ensure timely intervention and high-quality service resolution within defined SLAs.
- Provide top-tier incident and problem management support, coordinating resolutions with the appropriate technical teams.
- Minimize service restoration times by escalating issues to specialized resolver groups both within and outside the organization, in accordance with SLA and monitoring policies.
- Oversee the replacement of faulty equipment, ensuring the availability and timely replenishment of spare parts as per ...
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