On-Site Services Coordinator

Description

Purpose

As OSS Coordinator you will be responsible for hiring and onboarding of OSS specialists across Hitachi Energy locations as well as taking care of the induction processes and keeping training materials up to date. You will also handle higher complexity incidents and cases to support the OSS team as well as act as SPOC towards other product and support groups as part of the incident management process

Key Responsibilities

• Take care of functional management of assigned OSS specialists (internal & external employees) 
• Create, update, and publish relevant OSS knowledge articles in SNOW 
• Take care of site-relevant communications to be kept up to date (e.g. pIT Stop, Org charts, announcements) 
• Conduct resource planning and management (absence calendars, backfills, leaves, events, dispatch site coverage) 
• Collect information relevant to OSS operations e.g. latest technological changes and pass them on to OSS specialists 
• Highlight issues and suggest service improvement to OSS Regional Managers 
• Participate in problem and major incident management resolution
• Coordinate resources to support Off-site meetings and events for changes happening outside of working hours  
• Monitor the load of OSS engineers and coordinate resources accordingly  
• Monitor and manage OSS assignment groups in ServiceNow
• Provide a monthly summary of service (high lights, low lights, ticket summary, KPIs, prolonged tickets, etc.) 
• Cascade information to OSS engineers from other parts of HE organization  
• Ensure that all Health & Safety requirements, ethics, code of conduct, and moral standards are met
• Check that required IT equipment and tools are provided to OSS engineers
• Ensure that required access are provided to OSS engineers

Experience

• Have completed a formal qualification, bachelor's degree in IT, or completed an apprenticeship in the field of information technology
• Have five years of professional experience in IT support and working as a Lead by managing at least five people for at least two years
• Have a valid ITIL certification
• Be fluent in local and English language
• Possess outstanding customer service orientation as well as proven interpersonal and communication skills