Senior Associate Managed Services Operations Specialist
Core
Developing subject matter expert supporting internal service delivery teams to plan, coordinate, and monitor operational activities and processes to deliver approved operational plans and continuously improve service delivery.
Role type
Senior Associate Managed Services Operations Specialist
Builds
Operational plans and processes for managed service delivery
Domain
IT Managed Services / Technology Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
shift roster management, operations metrics monitoring, shift handover management, client escalation management, SLA compliance monitoring, operational effectiveness analysis, improvement plan development, risk and issue identification, solution proposal
Preferred skills
structured communication, analytical problem-solving, cross-cultural collaboration, process design and improvement
Technologies
delivery processes and related systems
Responsibilities
Support management of shift rosters and monitor operations metrics; Ensure adherence to shift handover processes; Manage shift escalations from clients; Monitor and dashboard key metrics and manage near-breached situations; Ensure services meet stated SLA levels; Monitor operational effectiveness and develop improvement plans; Identify needs, risks, and issues and propose solutions; Balance client needs with strategic direction; Resolve core client issues with relevant service teams.
Seniority
Senior Associate, hands-on IC
