Senior Customer Support Analyst

About the Role

Senior Customer Support Analyst – Service Management Centre (SMC). You will ensure operational excellence of clients' essential communications networks in a 24x7 environment, leading Proactive Monitoring, Incident Management, Problem Management, Service Request Management, Change Management, Configuration Management, and System Performance Reporting.

Responsibilities

• Proactive Monitoring – Live monitoring of critical client communication systems, using the Tait MS tool suite to identify and assess system events, and creating incident tickets for events that impact client operations.
• Incident Management – Troubleshoot and manage incidents to resolution, coordinate internal and external escalation partners to meet SLA timeframes, communicate clearly with clients on incident status and impact, and lead major incident reviews.
• Problem Management – Gather and interpret data from multiple sources to identify root causes, do...