Job Summary
We are seeking a skilled Technical Escalation and Operations Coordinator to join our team. As a key member of our Technical Team, you will play a crucial role in ensuring the efficient operation of our technical projects.
Main Responsibilities
* Manage Team Workload: Assign tasks and manage daily operations for the Technical Team, ensuring that team members are effectively allocated to meet workload demands.
* Escalation Management: Oversee escalations, ensuring all issues are triaged, resolved promptly, and customer updates are regularly communicated.
* SLA adherence: Ensure that SLAs are consistently met by tracking response times, monitoring progress, and coordinating with team members.
* Project Coordination: Ensure that technical projects are on track by working with team members to plan and schedule project time in alignment with business priorities.
* Reporting & Performance Analysis: Regularly report to the Technical Lead on team performance, highlighting trends, identifying areas for improvement, and assisting with strategic planning.
Requirements
* Experience: 2-3 years experience in a similar role involving project coordination or operations management.
* Technical Knowledge: Basic technical understanding is preferred to ensure effective communication with the Technical Team.
* Project Management: Experience in project management is an advantage but not essential.
* Excel/Reporting: Experience and familiarity in using spreadsheets and reporting would be advantageous.