We are looking for someone who has a couple of years experience in a customer facing operations role in the IT Industry. Preference would be a network environment however experience across infrastructure or other IT domains will still be considered.
Some of the key responsibilities will include:
- Understand customer's business goals and how the network operations support the business goals
- Conduct trend analysis on customer's issues
- Identify and analyse operational area of improvements.
- Manage the effective communications within different levels of customer's organisation and the vendor
- Understand current customer operations processes, and partner with related parties to streamline customer/vendor operation support processes in order to make more effective issue resolution.
- Keep track of customer's network activities, and proactively arrange support standby as required.
- Leverage different resources to prioritise resolving customer's issues, proactive escalate if required.
To be successful for this role you will have:
- 3-5 years experience in a Network, Infrastructure or IT support environment.
- Experience in managing customers.
- Experience in working with large enterprise customers
- Strong account management skills
- Strong communication skills
- Ability to collaborate with cross functional team and work under pressure
- ITIL certification (highly desirable)
- BS/CS/Business or equivalent
This is a really flexible work environment with no mandate to go the offices (apart from occasional travel to customer offices).
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