Service Assurance Coordinator - Incident Management
About the Role:
The Service Assurance Coordinator or Incident Management Analyst is responsible for coordinating the response to incidents, disruptions, or service failures to ensure minimal downtime and a rapid return to normal operations. This role involves overseeing incident response teams, analyzing incidents, implementing resolution procedures, and continuously improving incident management processes.
Responsibilities:
- Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals
- Provide performance feedback and input to all monitored calls to increase service quality – Real time discussion
- Serves as point of contact for all quality issues and questions
- Prepares QA/i4C reports and interacts with operations and support groups regarding quality improvements.
- Schedules, coordinates and facilitates call calibration sessions at the direction of the Account Supervisor and Account Managers
- Lead the team in implementing SSE (documentation and compliance) and ensure account compliance.
Experience in any the following:
- Should have minimum of 4 years of relevant experience as Service Assurance Coordinator.
- Strong problem-solving and decision-making skills.
- Excellent communication and leadership abilities.
- Familiarity with incident management tools and software.
- Knowledge of IT service management (ITSM) frameworks, such as ITIL.
- Ability to work well under pressure and manage high-stress situations.
- Analytical mindset for post-incident analysis and process improvement.
- Certification in incident management (e.g., ITIL Incident Management) is a plus.
- Primarily responsible for the management of the day-to-day activities of service desk and service desk engineers.
- Must have experience in customer service work environment.
- Must have experienced using any Service Desk System any IT remote tools for problem determination and resolution.
About Eastvantage
At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.
We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.