Provide technical assistance to the L1 team in resolving complex incidents.
Work closely with the Technical Services Manager to deliver the service and improve customer experience.
Prioritize functional and hierarchical escalations from customers to ensure that they receive the highest level of service.
Ensure timely and effective resolution of all customer incidents and requests.
Contribute to Continuous Service Improvements to evolve and deliver improved services to the customer.
Act as a SPOC for onshore and clients for escalation and act on such escalations immediately.
Work closely with the L3 team / Architects in defining the Service Model for new services
To oversee and administer the day-to-day resource and capacity plan update and ensuring that individual know what they are assigned to, and PMs know the staff that are assigned to their projects.
To provide forecasting MI in respect of resource capacity and demand. This includes analysis of the sales pipeline to ensure that future work matches the current resource availability.
To support Management, the PM community and others in the effective and efficient use of the resources.
To monitor the resourcing systems effectiveness, efficiency and ease of use. To identify and implement improvements as appropriate.
Close liaison with the relevant resourcing teams, line managers and project managers/ resource requesters in respect of forthcoming demand and supply changes.
Production of resourcing and capacity planning Reports and Key MI for the business.
Operational management of the PMO Onboarding Process and act as key POC with support from the PMO Management Team
Monthly production of a draft validated demand pipeline for review with the business units.