Service Operations Specialist
CloudFactory
full-time
Posted on:
Location Type: Hybrid
Location: Kathmandu • Nepal
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About the role
- Monitor capacity and take actions to resolve shortfalls for medium complexity projects according to agreed procedures.
- Collect and analyze data related to capacity and demand, such as resource availability and project requirements, and share it with the Delivery Owner for further action.
- Implement demand management and capacity planning activities in coordination with the Delivery Owner.
- Communicate capacity and demand status, including changes, to stakeholders.
- Demonstrate a solid understanding of WorkStream processes and key metrics associated with each project/business.
- Use methods and tools as directed, adhering to established standards and procedures for workstream management.
- Contribute to the evaluation and review of methods and tools, providing feedback for improvement and compliance.
- Apply key business processes throughout the project lifecycle and support the documentation and maintenance of best practices and standards.
- Follow agreed procedures to identify, register, and categorise incidents.
- Gather information to facilitate incident resolution and allocate incidents appropriately.
- Maintain a knowledge management database.
- Assist in capturing, classifying, and leveraging content, and contribute to the development and maintenance of knowledge repositories and communities of practice.
- Monitor service delivery performance metrics.
- Support and guide teams in meeting SLAs as per agreed procedures.
- Liaise with stakeholders to plan for potential service level breaches and deterioration.
- Support managers and teams in resourcing and recruitment activities.
- Use recommended tools for planning, scheduling, and tracking resourcing activity.
- Assist in collecting and documenting workforce capability data.
- Support in performing basic gap analysis and aid in scheduling and organizing workforce planning activities.
- Help maintain a skills and capability inventory, ensuring data accuracy.
- Demonstrate the ability to understand and apply the Culture Code in business operational activities.
- Attain and apply a good comprehension of conformance to Corporate Policies and InfoSec, consistently achieving 100% attainment of assigned training.
- Actively participate in team meetings, share ideas, and provide constructive feedback.
- Maintain clear and timely communication with team members and managers.
- Efficiently manage and complete assigned tasks, meeting deadlines and quality standards.
- Pursue learning and development opportunities to improve job performance and contribute to team success.
Requirements
- Bachelor’s degree or equivalent experience in a relevant field.
- Previous experience in service delivery or related roles is advantageous.
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal skills.
- Basic knowledge of service delivery principles and practices.
Benefits
- Great Mission and Culture
- Meaningful Work
- Market competitive salary
- Quarterly variable compensation
- Remote and Home working
- Comprehensive medical cover
- Group life insurance
- Personal development and growth opportunities
- Office snacks and lunch
- Periodic team building and social events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
capacity planningdemand managementincident resolutionworkforce planninggap analysisservice delivery performance metricsknowledge managementproject lifecycle managementresource availability analysisbest practices documentation
Soft Skills
organizational skillsmultitaskingcommunication skillsinterpersonal skillsteam collaborationconstructive feedbacktime managementproblem-solvingstakeholder engagementadaptability
Certifications
Bachelor’s degreeCorporate Policies trainingInfoSec training