Job Description

Required skill and experience-

• Degree in Business, IT, or related field or equivalent experience
• 3 to 5 years of Incident Management, Problem Management, or Crisis Management experience required
• ITIL certification is highly desirable
• Experience supporting Networking, Unified Communication projects will be an added advantage

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Qualifications

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC) - a collaborative ecosystem featuring state-of-the-art hardware and software - WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all.

WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

- Service Delivery Coordinator

This position will be focused on providing operational oversite on Managed Services clients and assisting on all aspects of multiple high-priority projects and incidents, which often requires considerable resources and high levels of functional integration. This will require candidates to work Friday through Tuesday, with Wednesday and Thursday as the weekly offs.

Job Responsibilities-

• Integrate with Managed Services teams to include Managed Services Client.
• Escalation point 24 x 7hours, 365 days for all Managed Services operational issues.
• Provide operational oversight to multiple Managed Services Clients.
• Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Daily review of all incidents, changes, requests, problems and all Managed Services monitoring tools for Managed Service Clients.
• Work closely with Service Delivery Managers to complete operational tasks.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for clients.
• Assist in preparation and participate in weekly operations meetings for Managed Service Clients.
• Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
• Manage escalation bridges for critical incidents for Managed Services Clients.
• Participate in creating Root Cause Analysis documentation for all Critical Incidents.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.