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The Service Delivery Operations Associate s primary objective is to improve Customer Experience related to the Reactive Support from the client.
The main responsibility is to know the Customer and their context, manage how we respond based on that context and be the Customers advocate in the Reactive Customer Journey through to Operational Health.
The incident manager enables resolution of Reactive Issues by representing business impact, supports end to end problem resolution and problem identification against the case portfolio.
Follow work instructions to proper manage requests.
Follow elevation process as needed.
Always do the right thing for the client and our customers (external and internal)
Be a trustworthy partner.
Always provide a positive customer experience.
Be efficient to resolve requests and inquires.
Coordinate, facilitate and manage end to end incident management process activities.
Primary driver during the incident lifecycle to provide accurate information and responsible to drive conversations with customers and other stakeholders (including senior management).
Ensure all critical Incidents have accurate problem descriptions and business impact.
Act as the main escalation point of contact to ensure timely resolution of incidents.
Use analytical skills to create and provide executive summaries and business insights.
Produce weekly, monthly, and ad-hoc reports where required.
Attend monthly meetings with customers and client.
Update case status of the incident in a regular basis and drive aging cases to closure.
Coordinate assignment of engineers apply the escalation process and help move cases forward.
Ability to think quickly under strenuous circumstances and adaptable to multitasking.
Collaborate and work as part of a team to ensure critical incidents are assigned within the required SLAs.
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Skills & Experience
Minimum of 2 to 3 years or relevant field experience
Bilingual in English and French is required.
Good understanding of case management and incident management.
Strong stakeholder and customer relationship management skills.
Strong writing and verbal communication skills.
Intermediate Excel skills (able to work with data and create Tables, pivots, and charts).
Excellent customer service Skills.
Superb time management skills & multi-tasking personality.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.