Note: The job is a remote job and is open to candidates in USA. Dice is a company seeking an EOS LLD (Enhanced Operations Service) expert. The role involves ensuring quality service delivery, managing major incidents, and driving continuous improvement initiatives to enhance service operations for customer systems.
Responsibilities
- Quality service delivery and defining, tracking, and achieving various service KPI and SLA’s
- Participation in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer
- Responses during escalations, steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for customer system, driving initiatives to standardize and simplify server operations
- Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies
- Hyper care service, Go-live safeguarding E2E ownership of customer service maintenance plan activities are the major activities driven by the expert team
- Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
- Process improvement initiatives for daily operational activities
- Streamline standard operating procedures by focussing on automation enhancements
- Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer
Skills
- 10+ years of experience in service delivery and operations management
- Experience in defining, tracking, and achieving service KPIs and SLAs
- Participation in major incident handling and troubleshooting service request failures
- Ability to respond during escalations and identify initiatives to improve operations
- Experience in root cause analysis for service request failures and performance issues
- Knowledge of continuous improvement methodologies
- Experience in hyper care service and go-live safeguarding
- Ability to drive continuous improvement initiatives to address customer pain points
- Experience in process improvement initiatives for daily operational activities
- Ability to streamline standard operating procedures with a focus on automation enhancements
- Experience in proactive operation services and timely alert reduction programs
Company Overview
Company H1B Sponsorship