Service Assurance Engineer/Sr. Engineer
Posted on May 27, 2021 by Troy IT Consultancy Ltd
We are looking for the following permanent position.
As a Service Assurance Analyst you will be responsible for ensuring that the 24/7 Managed Service Operations Centre is running to ITIL standards and delivering to the highest customer service standards at all times.
This newly created position would ideally suit
Incident Management - coordination of technical teams, ensuring accurate and timely communication updates to stakeholders and customers.
Post incident reporting for customers.
ITIL process control - Incident, Problem and Change management
Trouble Ticket management - ensuring tickets are being allocated correctly and resolved within SLA's.
Performance Reporting - specifically linked to ticket handling, SLA & KPI's.
The type of person we are looking for:
Confident communicator - with an ability to drive and engage with technical engineers, to work to best practices and deliver against SLA's.
Highly organised - with experience managing reports and communications with Engineers, Senior Management and Customers.