Associate Site Reliability Engineer - Cloud Services

  • Colombo, Sri Lanka
  • Full-time
  • Job location: On site

Company Description

At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues. With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

We are an equal opportunity employer and value diversity at our company.

Job Description

Key Duties

  • Manage an incoming queue of customer requested task scheduling and associated escalations within defined SLA and OLA targets
  • Conduct 1-2-1 phone calls with clients around the world to negotiate agreement on scheduling of key service requests
  • Perform high quality, customer focused case management in our service desk tool
  • Manage resource availability in a pool of operations staff to deliver on the scheduled commitments
  • De-escalate volatile escalation situations  directly with customers
  • Follow our standard operating processes as described in various knowledge articles, FAQs, SOPs from our documentation library

Qualifications

Experience

  • No minimum experience level is required but the role requires someone with experience in a call centre, service desk, support desk or helpdesk environment

Additional Information

As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.

We respectfully decline all offers of recruitment and/or advertising assistance.

IFS Fact
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,000 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status quo and realize their competitive advantage. Learn more about how our enterprise software solutions can help your business today at ifs.com.

 

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