Customer Operations Coordinator

1 week ago

Brisbane, Queensland, Australia CyberCX Full time
Growth opportunities

  • Act as interface between the customer and CyberCX
  • Brisbane Based


We are looking for a customer-obsessed Operations coordinator, who will go above and beyond to deliver extraordinary results and experiences for customers.


About CyberCX
CyberCX is the leading independent cyber security services organisation in Australia and New Zealand. CyberCX is Australia's greatest force of cyber security professionals.

CyberCX has united the country's most trusted cyber security companies to deliver the most comprehensive end to end cyber security services offering to Australian enterprises and governments.


About the role

Reporting to the Manager, MSE Service Operations, the Customer Operations Coordinator (COC) will focus on the effective coordination of operational outcomes for the Managed Security Services practice and customers.


The operations coordinator will have a blended focus of pro-active tasks including but not limited to monthly business and customer reporting, ticket queue monitoring, creating and updating documentation, conduct internal and external meetings as well as assisting with customer incidents and service requests.


Using monitoring systems, log aggregation and graphing tools the COC will assist with the proactive delivery of short term and long-term continual service improvement strategies and work with the Service Governance Team as required.


You'll be responsible for:

  • Proactively coordinate service management processes across assigned customer account/s.
  • Collaborate with Service Operations and Service Governance management stakeholders to ensure continual improvement and innovation of service management processes.
  • Proactively coordinate tickets across technical team queues.
  • Monitor resolver group ticket queues ensuring technical team assignment accuracy
  • Monitor for SLA compliance, proactively raising escalation to technical team's leadership to avoid SLA breaches.
  • Champion monthly service reporting and opportunities for improvement
  • Assist with the maintenance and management of the customer assets and entitlements
  • Actively collaborate across the Managed Service Practice and continuously look for ways to add value through ongoing communication, partnership, and crosspollination to better engage and service clients.
  • Manage multiple assignments at any given time, with the possibility of deliverables across multiple practices.
  • Ability to host internal and external meetings in a professional manner.
***
About you:
  • Preferred: ITIL Foundations V3 or V4 certification.
  • Prior experience in an enterprise Managed service environment or similar.
  • Preferred: intermediate level skill set working with ServiceNow ITSM.
  • Effective relationship building and communication skills, able to explain technical information and process to nontechnical stakeholders.
  • Ability to work effectively as a member of a team.
  • Ability to work with mínimal supervision.
  • Good organisational and time management skills.
  • Be able to work under pressure and solve problems.
  • Motivation, flexibility, and positive energy, with an ability to work under pressure.
  • Availability to work on an oncall roster basis.

What's in it for you?
Once-in-a-career growth opportunities. A unique chance to be part of high-growth business changing the face of Australian cyber security.

Work with industry thought leaders to deliver world-class services.

Amazing culture of collaboration, inclusiveness and appreciation supported by a commitment to training and professional development

A dynamic, independent environment, where you're given flexibility to do your best work.

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