Position Summary
We are seeking an experienced and detail-oriented Operational Support Coordinator to join our large agile team. This role focuses on providing essential support for operational issues, coordinating with cross-functional teams to ensure seamless service delivery, and implementing process improvements. You will play a key role in troubleshooting and resolving issues quickly and effectively, maintaining system health, and fostering team collaboration in an agile framework.
 
Key Responsibilities

1. Operational Support & Issue Resolution
• Act as a critical point of contact for operational issues, troubleshooting and providing timely resolution.
• Monitor system and service performance, identifying and escalating issues as needed.
• Maintain effective documentation of issues and resolutions, ensuring knowledge is shared and accessible across the team.

 

1. Service Delivery Coordination
• Collaborate with the squad to ensure alignment on service delivery objectives and timelines.
• Facilitate communication and coordination across teams to support ongoing projects and daily operations.
• Monitor and manage service delivery metrics, providing insights to improve efficiency and effectiveness.

 

1. Stakeholder Management
• Work closely with internal stakeholders, including Product, Engineering, and Support teams, to align on priorities and maintain high standards of service delivery.
• Liaise with external partners and vendors to ensure smooth operational processes and timely issue resolution.

 

1. Process Improvement
• Identify areas for improvement within operational processes, recommending and implementing solutions to enhance efficiency and service quality.
• Support change management activities, including training and documentation updates, to ensure a smooth transition for all team members.

 
 
Required Skills & Qualifications

• Experience:
• 2+ years of experience in operational support, service delivery, or a similar role.
• GDS systems knowledge is highly desirable
• Understanding of IT service management (ITSM) frameworks and methodologies.

 

• Skills:
• Proficiency in monitoring tools, ticketing systems, and service management software (e.g. ServiceNow).
• Strong troubleshooting skills with the ability to quickly diagnose and resolve operational issues.
• Excellent communication and coordination skills, with the ability to work independently and effectively with cross-functional teams.
• Strong organizational skills, capable of managing multiple tasks simultaneously.
• Problem-solving mindset, proactive, and driven to improve operational processes.

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