Service Operations Specialist

$150,000 - $190,000/Yr

Centric Software - Concord, NC

Full-time - Mid Level

Remote - Concord, NC

Professional, Scientific, and Technical Services

About the position

The Service Delivery Manager is responsible for managing and monitoring incident and service request queues, ensuring timely resolution and effective communication. This role involves coordinating with internal teams to address issues, maintaining service quality, and enhancing the overall efficiency of service delivery processes. The position requires strong organizational skills and the ability to work under pressure in a cloud-focused environment.

Responsibilities

• Continuously monitor incident and service request queues to ensure timely response and resolution.
• Evaluate and prioritize incoming requests based on urgency and impact, directing them to the appropriate teams or personnel.
• Serve as the primary point of contact for Cloud Service incidents, coordinating with internal teams and providing updates to stakeholders as needed.
• Maintain accurate and detailed records of incidents and service requests, including resolutions and actions taken, in the service management system.
• Identify and escalate complex or high-priority issues to senior team members or management, ensuring swift resolution.
• Track and report on key performance indicators (KPIs) related to incident and service request management, identifying areas for improvement.
• Collaborate with the team to identify process improvements and implement best practices to enhance service delivery.
• Provide excellent customer service by promptly addressing inquiries and concerns, ensuring a positive experience for all stakeholders.

Requirements

• Bachelor's Degree in Computer Science, MIS, or related technology field, or equivalent practical experience.
• 5+ years in incident response and major incident management.
• Previous experience in a service delivery or IT support role, with a focus on incident management and service requests.
• Proficient in using cloud service management tools and systems.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with both Linux and Windows environments.
• Experience working with Confluence/Jira.

Nice-to-haves

• ITIL Foundation or similar certification.
• Certification in AWS, Azure or Google Cloud is a plus.

Benefits

• Competitive salary and benefits
• Opportunity to work remotely with a dedicated and motivated team
• A remote work environment built on collaboration, flexibility, and respect
• Varied and challenging work to help you grow your technical skillset.