Responsibilities:

• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing communication between stakeholders for post-incident reviews.
• Developing a deeper understanding of projects to gain insights into the scope of service delivery.
• Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
• Work with the sales team to provide sales opportunities from problem analysis and aid with sales where needed.
• Arrange regular review meetings and report on the quality and performance of services.
• Work with all departments to ensure customer satisfaction.
• All other support activities deemed necessary by management.

Required:

• Minimum of 3-5 years’ experience in a similar role within the IT Services space and one or more of the following:
• Working in a Managed Services/Professional Services role.
• Experience working in a Service or Helpdesk environment, ticket handling, escalation, etc.
• Proven history of providing Presales consultation to Customers and Sales representatives.
• Project Management
• Technical proficiency in HPE Enterprise Solutions, Microsoft Stack, Public Cloud, Networking and IT Security.

Desired Certifications:

• Project Management
• ITIL
• Cyber Security
• Microsoft O365/Azure/Windows Server
• Networking