Service Delivery Specialist

Job Description

Responsibilities /Accountabilities

• End to end governance accountability, overseeing Enterprise Business platform (Solution Design, Contract Support Agreement, Operational Readiness, Project Hand over, Process Flow) to ensure EB service stability, process effectiveness & efficiency.
• Ensure investigations, task forces, war rooms are established where required and ensure timely updates to the stakeholders 
• Required to ensure fault and performance escalations and reviews are carried out by MSP within the contracted SLAs towards back office and partners
• required to drive partners effectively and ensure Daily Health Check, Critical Service Testing's, and Preventive Actions are performed  to prevent faults in the systems from any service interruptions in a timely and efficient manner
• Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations for Enterprise Business, and ensure the  MSP teams to comply with standards, guidelines and best practices.
• To work closely with relevant platform owners & stakeholders to communicate all minor, major & critical outages & performance issues related to system & services
• To be on 24X7 on call for alarm, performance monitoring, SLA governance and provide periodic updates on incidents or outages. 
• To ensure NOC has reliable and efficient tools which can be used to monitor node, performance and transport layer alarms supporting enterprise business
• To ensure planned activities or known network faults which has impact or lead to service downtime are notified to customers
• To ensure post-mortem is carried out by respective owners and vendors for all critical & major outages
• To ensure availability & quality of the network is delivered as per committed services
• To be the single point of contact for Enterprise customers in providing operational support for the service provided
• To provide periodic updates to customer and management until incident closure
   

Requirements (experience, skills & education)

• Minimum of 5-8 years of working experience in technical and operational related background
• Has telco background experience
• Customer service mindset to drive and prioritize request
• Strong analytical and reporting skill
• Strong communication skill & able to work under pressure
• Degree in relevant field of study