** POSITION OPEN TO REMOTE CANDIDATES LOCATED IN PUNE, INDIA**

Panzura is looking for a Service Level Coordinator who will be responsible for managing calls and requests when they come in ensuring the issues are resolved expeditiously and in a timely manner. This person will deliver superior customer support to our customers, and support to team members.

The inclusion of a dedicated Service Level Coordinator is instrumental in sustaining a well-organized, responsive, and customer-centric service desk operation. This pivotal role ensures the efficient handling of tickets, optimal utilization of resources, and the consistent attainment or surpassing of service level commitments (SLAs). The Service Level Coordinator is designated to cover critical operational hours (16 hours – 8x2) specifically during weekdays.

This singular focus allows Incident Managers to dedicate their attention solely to their tasks, ensuring a heightened level of efficiency. Currently, the responsibilities associated with this role are dispersed among multiple individuals with additional responsibilities, resulting in a potential lapse in focus on critical tasks and prolonged periods of inadequate queue monitoring, especially after standard operating hours.

By consolidating these responsibilities under dedicated Incident Managers, we aim to consistently deliver on SLAs and maintain vigilant monitoring throughout most of the day. This strategic allocation of resources will not only optimize service desk performance but also bolster our ability to meet customer expectations and address incidents promptly, ultimately enhancing the overall effectiveness of our service desk operations.

Timely Ticket Prioritization: A Incident/Problem Manager focuses on monitoring incoming tickets, allowing for prompt identification and prioritization of issues based on severity. This ensures that critical problems are addressed promptly, minimizing potential business disruptions.

Optimized Resource Allocation: By categorizing and prioritizing tickets, a Incident Manager helps in allocating resources more effectively. High-priority issues can be escalated promptly to the appropriate personnel, optimizing the use of technical expertise within the team.

Enhanced Service Level Agreements (SLAs): The Incident/Problem Manager is instrumental in monitoring and managing ticket response timelines, ensuring compliance with SLAs. This contributes to meeting or exceeding service level expectations and maintaining high levels of customer satisfaction.

Proactive Issue Resolution: The Incident/Problem Manager plays a proactive role in identifying emerging trends or patterns in tickets. This enables the service desk team to address recurring issues systematically, leading to long-term problem resolution and improved overall service quality.

Documentation and Knowledge Management: The Incident/Problem contributes to the documentation of key information related to each ticket. This not only aids in the resolution process but also contributes to the organization's knowledge base, fostering continuous learning and improvement. Incident/Problem will review the tickets after they are closed by the Engineers to verify the proper closure codes and categories were used.

Customer Satisfaction: A well-monitored queue and efficient ticket handling contribute to a positive customer experience. Timely issue resolution and effective communication enhance end-user satisfaction, reflecting positively on the organization's reputation.

Requirements

Attention to Detail: Strong ability to meticulously monitor and analyze information, ensuring accuracy in ticket prioritization.

Communication Skills: Excellent verbal and written communication skills to effectively convey information and collaborate with team members.

Problem-Solving: A proactive approach to identifying and addressing potential issues before they escalate, demonstrating strong problem-solving skills.

Time Management: Efficiently manage time to prioritize tasks and meet deadlines, particularly in a dynamic service desk environment.

Customer Focus: Maintain a customer-centric mindset, understanding the impact of service desk activities on end-users.

Technical Aptitude: Basic understanding of IT terminology and service desk operations is beneficial.

Adaptability: Ability to adapt to changing priorities and handle multiple tasks concurrently.

The role is for hire through Panzura’s employer of record