Service Assurance Coordinator - Incident Management
About the Role:
The Service Assurance Coordinator or Incident Management Analystis responsible for coordinating the response to incidents, disruptions, or service failures to ensure minimal downtime and a rapid return to normal operations. This role involves overseeing incident response teams, analyzing incidents, implementing resolution procedures, and continuously improving incident management processes.
Responsibilities:
- Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals
- Provide performance feedback and input to all monitored calls to increase service quality - Real time discussion
- Serves as point of contact for all quality issues and questions
- Prepares QA/i4C reports and interacts with operations and support groups regarding quality improvements.
- Schedules, coordinates and facilitates call calibration sessions at the direction of the Account Supervisor and Account Managers
- Lead the team in implementing SSE (documentation and compliance) and ensure account compliance.
Experience in any the following:
- Should have minimum of 4 years of relevant experience as Service Assurance Coordinator.
- Strong problem-solving and decision-making skills.
- Excellent communication and leadership abilities.
- Familiarity with incident management tools and software.
- Knowledge of IT service management (ITSM) frameworks, such as ITIL.
- Ability to work well under pressure and manage high-stress situations.
- Analytical mindset for post-incident analysis and process improvement.
- Certification in incident management (e.g., ITIL Incident Management) is a plus.
- Primarily responsible for the management of the day-to-day activities of service desk and service desk engineers.
- Must have experience in customer service work environment.
- Must have experienced using any Service Desk System any IT remote tools for problem determination and resolution.
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About Eastvantage At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth. We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000happy employees over the years. We invite you to navigate our site to get to know who we are , to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.
