Cloud Service Delivery Incident and Service Request Queue Operator

Job Title:            Service Delivery Incident and Service Request Queue Operator
Location:          Remote [North America PST or South America]
Working Time: North America PST or South America
Centric Software provides a Digital Transformation Platform for the most prestigious names in fashion, retail, footwear, luxury, outdoor and consumer goods. Centric’s flagship Product Lifecycle Management (PLM) platform, Centric 8, delivers enterprise-class merchandise planning, product development, sourcing, quality, and collection management functionality tailored for fast-moving consumer industries. Centric SMB provides innovative PLM technology and key industry learnings for emerging brands. Centric Visual Innovation Platform (VIP) offers a fully visual, transformative experience via large touchscreens and mobile devices, revolutionizing group decision making and creative collaboration while dramatically condensing time to market and product innovation.
Job Summary:
The Service Delivery Incident and Service Request Queue Operator is responsible for managing and monitoring the incident and service request queues, ensuring timely resolution and effective communication. The role involves coordinating with internal teams to address issues, maintaining service quality, and enhancing the overall efficiency of service delivery processes.

This position will report to the Senior Manager, Cloud Operations.

To apply for this position please log into our website at www.centricsoftware.com.
Responsibilities:

• Monitor and Manage Ticket Queues: Continuously monitor incident and service request queues to ensure timely response and resolution.
• Prioritize Requests: Evaluate and prioritize incoming requests based on urgency and impact, directing them to the appropriate teams or personnel.
• Coordinate and Communicate: Serve as the primary point of contact for Cloud Service incidents, coordinating with internal teams and providing updates to stakeholders as needed.
• Documentation: Maintain accurate and detailed records of incidents and service requests, including resolutions and actions taken, in the service management system.
• Escalation Management: Identify and escalate complex or high-priority issues to senior team members or management, ensuring swift resolution.
• Performance Metrics: Track and report on key performance indicators (KPIs) related to incident and service request management, identifying areas for improvement.
• Continuous Improvement: Collaborate with the team to identify process improvements and implement best practices to enhance service delivery.
• Customer Support: Provide excellent customer service by promptly addressing inquiries and concerns, ensuring a positive experience for all stakeholders.

Qualifications:
 

• Education:
  • Bachelor’s Degree Computer Science, MIS, or related technology field, or equivalent practical experience
• Experience:
  • 5+ years in incident response and major incident management
  • Previous experience in a service delivery or IT support role, with a focus on incident management and service requests
  • Proficient in using cloud service management tools and systems.
  • Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
  • Both Linux and Windows experience
  • Experience working with Confluence/Jira
• Skills:
  • Strong organizational and multitasking abilities in a cloud environment.
  • Problem-solving skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively under pressure and in a fast-paced environment.
• Certifications:
  • ITIL Foundation or similar certification
  • Certification in AWS, Azure or Google Cloud is a plus.

Working Conditions:

• May require occasional on-call or after-hours cloud support.
• Ability to work in a collaborative, multi-regional and cloud-focused team environment.

What we offer:

• Competitive salary and benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• Opportunity to work remotely with a dedicated and motivated team
• A remote work environment built on collaboration, flexibility, and respect
• Varied and challenging work to help you grow your technical skillset.

The US base salary range for this full-time position is $150,000 - $190,000 + benefits.  Our salary ranges are determined by role, level and location.  The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training.  Please note that the compensation details listed reflect base salary and certain positions may be offered additional variable incentives.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.