Service Operations Coordinator

3 weeks ago

Corsham, United Kingdom Vysiion Full time

**Vysiion**

Vysiion, part of the larger Exponential-e Group, deliver bespoke solutions to private and public sector organisations, from the installation of fibre optic or microwave links for offshore windfarms to the provision of end-to-end ICT Managed Services. The Vysiion team has the knowledge, experience, and capability to provide a full technology consultancy and delivery solution with an emphasis on security.

Vysiion offer an exciting and progressive work environment for those that want to join a technical service-based business, with focus on exceptional customer engagement and support. From trainee to qualified and experienced engineers, sales people, and operational support staff, Vysiion offers fantastic career opportunities for those excited by technology and the challenge of a fast-paced work environment. The culture at Vysiion is one that is positive, open, inclusive, and progressive. Staff have respect and loyalty, are passionate about all we do, and proud of what we achieve.

Overall purpose of the job:
The role of the Service Operations Coordinator is to support the successful delivery of Incident and Change processes. The role sits within the Defence support team and the holder will be responsible for business related Incidents and Changes and for shaping and delivering compliance, robustness, and continuous service excellence to an existing Defence customer. The Service Operations Coordinator will oversee all aspects of Incident and Change management to the highest of standards.

They will ensure Incidents are progressed/assigned, SLA's are met and breaches are avoided, Incident queues are managed and volumes remain low. The Service Operations Coordinator will create and oversee progress on Problem tickets derived from Incidents.

The Service Operations Coordinator will also ensure all Change requests are created in good time, progressed to approval, implemented within the approved window and success/failure criteria are explicitly defined, declared, and understood. The Service Operations Coordinator will promote best practice, and author, contribute to and maintain new and evolving ITIL framework guidance and governance for all Incident, Problem and Change aspects across the contract.

Key responsibilities for this job:
Incident Management
- Monitoring Incidents against their SLAs and Service Requests against the due dates.
- Engaging with the service engineers to ensure that the prioritising & scheduling of any actions is reflected in the support ticket.
- Checks on issue ticket quality.
- Ensure actions are followed up on and clients receive regular updates based on priority.
- Drive assigned resolvers to action, update, and close Incidents and Service Request's within agreed SLA
- Escalate incidents to third party resolver groups for onward investigation within agreed SLA, ensuring managed "hand-off"
- Assume the role of major incident manager (MIM) within core business hours for all resolver group high priority incidents

Change Management
- Review of change calendar, including working with partners on scheduling.
- Chase individual change reviews.
- Submit planned outage requests.
- Track patching tasks & progression.
- Ensure timely status updates and closure of all Change Record (CR) tickets Other ITIL functions
- Ensure the full and accurate creation of problem tickets derived from incidents and own them throughout their lifecycle
- Select the correct assignment of Problem tickets to suitably qualified persons
- Drive assigned resolvers to action, update, and close problem tickets in a timely manner
- Escalate problem tickets to third party resolver group for onward investigation, ensuring managed "hand-off"
- Create and maintain databases of problems and known errors to track and manage to closure
- Own and manage known errors derived from incidents and work with teams from inside and outside the business to resolve, or provide expectation for a resolution where none currently exists
- Create and maintain RCA record information and promote within the database to mitigate or eliminate recurrence, upon Incident ticket closure
- Promote best practice within the continuous improvement lifecycle for all Incidents, Problems and Changes
- Maintain and develop mature Incident, Problem and Change management processes
- Attend all regular Incident, Problem and Change meetings and forums
- Build and nurture close working relationships with peers, colleagues, partners, and customers.
- Provide periodic metric-based reporting to the defence management team as required

Knowledge and experience required:

- 2+ years ITIL Service Management experience, specifically with a sound understanding of Incident Management tools and techniques
- Experience and/or a technical understanding of IT Infrastructure, Networking or Private Cloud solutions
- Familiarity with 24/7/365 business critical, production environments and the expected customer service wrap
- Strong stakeholder negotiation and communica

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