Service Delivery Specialist

4 days ago

Mumbai, Maharashtra, India IPC Systems, Inc Full time

IPC Systems, Inc. is a leading fintech company that focuses on delivering cutting-edge cloud-based trading communications and managed connectivity solutions to global markets.

Our team is committed to solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

We are seeking a highly skilled Service Delivery Specialist to join our team. The successful candidate will be responsible for delivering exceptional customer service, incident management, and technical support to our clients.

The ideal candidate will have a strong background in voice communication technology, including PABX, Dealerboard, Voice Mail, and Voice Recorders. They will also have experience with server hardware and software, including MS Windows and Redhat Linux.

The Service Delivery Specialist will be responsible for:

Customer Service

Incident Management

  • Fault Rectification – To identify, rectify and escalate, if necessary, all faults on all IPC supported systems.
  • Customer Liaison – To be the IPC face for customer and attend customer work on-site, if required.
  • Reactive support - To provide online support to customer via collaboration tools or over phone.
  • Team Support – To provide technical support and assistance to colleagues as required.
  • Communication – To provide clear and concise status update on assigned cases and liaise with other IPC departments where necessary.

Change Management

  • To supervise/implement all assigned standard change duties (service/MAC/Installation)
  • To ensure work priority to any customer break/fix change requirement.
  • To ensure the correct materials and the agreed timescales are adhered to change ticket.
  • To ensuring that good working practices are always maintained.
  • To coordinate with customer for the change implementation schedule.
  • To ensure IPC Company Change procedures are adhered to, and all paperwork is completed accurately, in a timely manner.
  • To ensure CMDB records are accurate and kept up to date.

Project Implementation

  • To be the face to the customer and working closely with customer's project team.
  • Responsible to ensure that assigned projects are completed within agreed timescales.
  • Responsible to rectify issues promptly and raised to customer/IPC management as required.
  • Responsible to liaise with customer regarding planned and actual work.
  • Responsible to keep customer updated at all times of IPC's requirements, delivery dates and installation dates.
  • Responsible to adhere company procedures are adhered to and all documentation is completed accurately and in a timely manner.
  • Responsible to provide clear and concise reports and documentation.

General Duties

  • Be expected attend any ad-hoc request from immediate supervisor or management.
  • Be expected to take on other duties as required of the position.
  • Be expected to extended work time as required to meet customer needs and project goals.

The ideal candidate will have a strong background in voice communication technology, including PABX, Dealerboard, Voice Mail, and Voice Recorders. They will also have experience with server hardware and software, including MS Windows and Redhat Linux.

The Service Delivery Specialist will be responsible for delivering exceptional customer service, incident management, and technical support to our clients.

We are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

www.IPC.com

Job Requirements:

  • Must processes good knowledge: 5-6 years Voice Communication technology: PABX, Dealerboard, Voice Mail, Voice Recorders (NICE/Cybertech, etc).5-6 years Server knowledge of hardware and common: MS Windows and Redhat Linux
  • Good to have knowledge: Networking skills and Cisco products, VOIP protocols, SIP, QOS, HSRP and switching technologies.Virtualize Platform, VMWareDell PowerEdge Rack Servers platform
  • Certification, MSCA, RHCSA, CCNA or equivalent Associate level certification will be added advantage.
  • Ability to demonstrable troubleshooting skills to above technology knowledge is essential.
  • Exposure to supporting the financial services industry.
  • Excellent communication and customer facing skills.

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