Job Description
As a Technical Escalation and Operations Coordinator, you will play a crucial role in maintaining effective scheduling of technical team project time to meet business priorities. This includes providing regular performance reports and analysis to identify trends and support continuous improvement efforts.
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.