Support Coordinator

Support Coordinator

We are looking for a team member to plan, coordinate and manage support activities for customer projects. This includes incident management, problem management, change management, training, performance review and continuous improvement. For new projects going live these include support planning and transitioning to operation & support phase. Also to lead and coordinate global improvement initiatives. The goal is to perform on all these functions with cost conscientious, globalization of country capabilities, timeliness, business prioritization and meeting quality.

Role

Support coordination

• Lead, coordinate and oversee the support and service management processes
• Act as a project coordinator or project leader for CRs that are converted into CR Projects
• Conduct regular review of support issues and system performance review with countries

Change Management

• Coordinate the CR process with various actors (e.g. country team, technical, PMO, logistics, etc.)
• Assist countries to prioritise the different change requests
• Provide analysis of cost, feasibility, solution options versus benefits to stakeholders
• Assist stakeholders to clarify problems statements and goals of their change requests

Incident Management

• Manage incidents escalated (3rd level) in a timely fashion (meeting SLA)
• Ensure that major recurring incidents are identified and investigated for their root causes

Problem Management

• Lead and coordinate (problem coordination) the problem solving process (root cause determination and analysis) especially for complex problems with multiple actors in different locations
• Feedback known (root causes) problems to technical/engineering and trigger the change request

Quality management

• Responsible for overseeing and ensuring the quality processes related to CR are implemented
• Ensure lessons learnt related to quality issues and improvement implemented

Training and knowledge sharing

• Help to identify training needs and organise training workshops for country teams
• Promote knowledge sharing with and amongst country teams and active contribution to these

Continuous Improvement

• Support, coordinate and in some cases, lead some global improvement initiatives or projects
• Responsible for overseeing and ensuring that continuous improvement are implemented locally

New Customer projects

• Plan and coordinate the “Service and Support planning” activities in a new customer project
• Oversee and coordinate the transition of a new project to “operation and support” phase

Profile

• Bachelors degree or equivalent in Information Technology, Engineering or related
• Project coordination or experience in project management, application support, customer support, Service management (e.g. ITIL), and business requirement analysis (will be added advantage)
• Excellent in English, other languages will be an advantage
• Expert with: MS Word, Excel, Project, Powerpoint
• Strong communication skills especially dealing with (internal) customers
• Resilient and mature in handling difficult situations and people
• Good analytical skills or thinking especially on problem solving
• Excellent coordination of tasks, prioritization and time management skills
• Strong planning and organizational skills
• Proactive, self-motivated and driven
• Focused and results-oriented
• Demonstrate strong leadership
• Excellent communication and relationship skills, team player
• Attention to detail and thoroughness
• Personal commitment to meet customers’ stated needs or project goals
• Resistant to stress, ability to work under pressure and within short dead-lines
• Willing to travel if required

Join us!

• Our success comes from our highly skilled and talented employees
• Respectful entrepreneurship and a long-term vision are key for success
• Our people contribute to a more secure world
• Diversity at all levels of an organization is a strength
• We offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating industry

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