Senior Service Controller
19 hours ago
Description
• Careful planning and execution of workload management strategies and practices to maximize throughput: • Assessment of the overall workload and close collaboration with Service Delivery teams to assure priority based on impact is correctly adjusted at all times; • Ensure sufficient awareness of the impact and status of all incidents across Global Support, thus facilitating communication and collaboration; • Acting as gatekeepers for the different requests coming from both support leaders as well as field teams; • Acts as Escalation Controller for transactional escalations in Global Support, ensuring appropriate assessment of the legitimateness of the escalation request, managing customer’s expectations, monitoring the escalation life-cycle, and ensuring all necessary resources are available to its fulfillment, while advocating for the customer’s best experience; • Acting as Major Incident Managers for Major Incidents in OutSystems, ensuring centralized investigation and communication between teams, the customer and all relevant stakeholders, 24/7; • Bridging between our customer’s and the support service delivery teams, coordinating all parties involved to assure service targets are met by removing any roadblocks to frictionless collaboration; • Working closely with Process Controllers and SMEs for the continuous improvement of all aspects of service delivery; • Analysis of internal complaints and customer’s feedback, within the scope of Customer’s Feedback Management.
Requirements
• BSc, MSc, in science, engineering or management related fields; • 2+ years of experience in both technology and customer-facing roles (e.g. IT Consultant, Full Stack Developer, Technical Support, etc.) • 1+ years of experience in similar roles in the Software Industry/Product Companies • Fluent in English; • Availability to perform on-call during weekends.
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