Service Delivery Coordinator - Charlotte, NC
Ranked as a top Fortune 100 Financial Services company, our client has an opening for a Service Delivery Coordinator to work onsite in AZ, NC or MN. While this is a 6 month contract position it has the potential to extend up to 24 months. Imagine everything that you could learn to advance your career while working at a Fortune 100 company with around $2.0 trillion in assets. This position seeks talented candidates who will put the customer at the center of everything they do. Inquire about this opportunity and you could end up on a diverse and inclusive team where you’ll not only be valued but feel inspired to give your all to get the job done.
Candidates need to be local to Minneapolis, MN; Charlotte, NC or Chandler, AZ and available for an in person interview.
This is a W2 position with Advantage Resourcing. Resumes from recruiters or agencies will not be accepted.
You will work with respective business proponents and third party vendor contacts in the execution of established service level agreements and established escalation procedures to ensure 7 x 24 availability to online customers. You will facilitate problem resolution discussions as negative trends or system performance degradation develops due to system outages, fraudulent, or cyber security events. You will engage technical resources including engineers, Cyber Security, Fraud partners, development resources, and appropriate middleware and mainframe resources to resolve online, MQ, and batch-related issues. You will be the subject matter expert for assigned products and understand the data flows in particular upstream/downstream dependencies.
Primary job responsibilities could include:
Manage the availability of products:
Track outages caused by standard production issues, fraud, or cyber security events with the focus on isolation of the root cause.
Facilitate outage calls to expedite and drive resolution.
Attend root cause analysis meeting to ensure that system outages are properly addressed and actual customer impact is identified and reported.
Follow-up on action items resulting from the root cause analysis.
Conduct business and technical meetings and engage technical teams to address any system issues.
Will participate in scheduled maintenance changes including writing a game plan, securing technical resources, reviewing the game plan with the resources to ensure all steps have been captured and coordinating scheduled install date and time and lead game plan installation as necessary.
Participate and contribute to projects to ensure support is in place for functional changes to include project documentation review and modification of monitoring and support criteria.
Analysis: Identify trends and problems as they relate to customer experience and system performance of the product platform.
Review problem tickets, event logs, and other reports and tools to identify existing or potential system problems.
Coordinate problem resolution with appropriate production support groups or development teams.
Communication and Reports: Within minute, hourly, daily, and weekly SLA, written status of production issues with resolution recap of all problem tickets relating to the product platform and associated products that have a negative customer experience is required.
Event summaries of major events occurring that include strong preventative actions to ensure no future re-occurrences is required.
Monthly, quarterly, and annual recap reports and presentations are required. This position requires some night and off-hours work including weekends to solve production problems and participate in releases.
Strong coordination skills
Attention to detail
Managing customer expectations
Experience with tracking and reporting
MS Office experience - PowerPoint and Excel for reporting
Previous Service Delivery/Service Desk experience in a technical environment would be helpful
United States of America
Online / Full App
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Job Title: Service Delivery Coordinator
Location: Charlotte, NC
Job Type: Temp Position
Reference ID: 332138
Posted Date: 7/18/2018