Job Overview
* This role is responsible for ensuring seamless service delivery and excellent customer experience.
Key Responsibilities
* Work collaboratively towards objectives and key results as agreed with management.
* Handle customer queries/issues and ensure they are captured, validated, and triaged for further processing.
* Manage incidents by logging, categorizing, escalating, and resolving them according to service level agreements (SLAs).
* Communicate incident information and send out communications as per SLAs.
* Log and complete post-incident reviews and any associated actions as per SLAs.
* Elevate alerts to 24x7 technicians and on-call support teams.
* Assign and action service requests within agreed SLAs.
* Conduct root cause analysis for recurring incidents with no identified cause.
* Develop and maintain knowledge articles.
* Assist the change manager with minor change approvals, extensions to dates, CAB minutes, and actions, and change communications.
* Perform ad-hoc reporting and administration tasks.
* Complete other assigned tasks, including drafting process and procedure documents.
* Pursue continuous improvement ideas for current processes and procedures.
* Embody and model CDC's leadership fundamentals.
Requirements