Senior Operations Analyst at Purplyte Integrated Services Limited

Responsibilities

• Assist in documentation of MSA/SLA review structure to aid seamless implementation.
• Proactively monitor and ensure that processes are in place to provide consistent service quality (Client Business Visit & Survey)
• Assess customer feedback and improve procedures accordingly to ensure great service delivery is provided at all times.
• Provide Incident and Problem management support to client issues.
• Provide root cause analysis and corrective action plan for all incidents/problems.
• Provide monthly reports on Colocation Client
• Generate Client monthly reports.
• Support the rendition of the ELT weekly report on Power, Space, and Client remote hands.
• Participate in client onboarding and all other operational projects.
• Participate in Client surveys and service review sessions.
• Proper documentation of Service Delivery processes
• Review existing documented Service Delivery process document.
• Building partnerships and liaising with internal departments and clients to understand services, the criteria for the delivery of those services, and how to develop solutions to any issues that may arise.

Qualifications

• A Degree in IT, Engineering, Telecommunications or equivalent. Professional experience in Data Centre Operations Management and IT infrastructure as well as knowledge of ITIL.
• Minimum of 3 years experience.
• Must possess demonstrable and measurable success in a similar role in a challenging environment.
• Who you are:
• Strong client focus – ability to operate at prime customer contact level.
• Demonstrates a breadth and depth of operational service delivery management expertise.
• Ability to provide excellent customer service whether internally or externally.
• Relevant University Degree and/or professional qualifications (e.g., ITIL)
• Ability to quickly assimilate and prioritize information and requests.
• Ability to work in a team environment.
• Strong commitment to high standards and quality service.
• High level of integrity and ethical behavior – sets a good example.
• Committed to the development of team talent.
• Hands-on, performance-oriented, practical, and pragmatic, with a proven ability to "get the job done."