Support Delivery Job Description
Support delivery
provides support for all customers as it relates to network design, network operations, network convergence and network security.
Support Delivery Duties & Responsibilities
To write an effective support delivery job description, begin by listing detailed duties, responsibilities and expectations. We have included support delivery job description templates that you can modify and use.
Sample responsibilities for this position include:
Assisting with Defects screening and triaging
Examining potential improvements to process, workflow, and tools
Problem & Incident Management - tracking to resolution all incidents, communication on the incidents and RCAs (Root Cause Analysis)
Maintains current knowledge on new and updates to existing products, third-party OS and devices
Contributes to the change management process
Work with shift OC technicians
We will need you to pitch our services to the client, close the deal and get the sales order
The sales manager will rely on you to build lasting client relationships, identify the client's needs and expectations in order to be able to recommend specific services and solutions
Participate in a 24x7 scheduling-model to provide timely, reliable and high-quality response to complex customer escalations on behalf of the Premier Technical Account Manager (TAM)
Provide mentor assistance to Premier and CSS regarding the CritSit process when and as required to ensure successful execution
Support Delivery Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Delivery
List any licenses or certifications required by the position: ITIL, PMP, HDI, RHCE, SCM, EMC, O.E.M, SSL, SPLUNK, V3
Education for Support Delivery
Typically a job would require a certain level of education.
Employers hiring for the support delivery job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Engineering, Technical, Business, Education, Finance, Computing, Science, Management Information Systems, Math
Skills for Support Delivery
Desired skills for support delivery include:
Network Security
Especially Outlook and Excel
Microsoft Office suite
Supply chain systems helpful
Common network protocols
DNS
HTTP
Network routing
Network Security is desirable
Escalated issues
Desired experience for support delivery includes:
Strategic input
Delivery and support, The role holder will have excellent knowledge of their technical environment and will have significant responsibility in setting the way forward in the types of technology they support
Demonstrated experience working with hardware and software development and support engineers on complex projects
A demonstrated ability to manage large projects in coordination with peer managers and -professional level employees
Strong collaborative spirit
A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field
Support Delivery Examples
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Support Delivery Job Description
Job Description Example
Our growing company is hiring for a support delivery. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support delivery
- Analyzes performance of service desk activities, documents resolutions, identifies problem areas, devises and delivers solutions to enhance quality of service and to prevent future problems
- Develops and implements service management process improvements in alignment with best practices
- Develops and implements service management metrics and key performance indicators that measure IT service and support effectiveness, efficiency and customer satisfaction in order to continuously improve service delivery
- Oversees incident management processes to ensure proper notification and recovery
- Establishes methodologies for root cause analysis
- Manage team schedules, phone, and web queues for incoming calls
- Perform annual reviews of all direct reports
- Replenish products in cabinets and operate storeroom onsite
- Understanding procedures and processes for the relevant Businesses, the internal BSC processes
- Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel)
Qualifications for support delivery
- Analyze scorecard metrics and customer feedback to identify support process and product quality improvements
- This includes initiatives focused on improving the end-to-end on-boarding process, promoting a knowledge excellence culture within our practice communities, implementing a performance feedback process, and rolling out training / certification programs that support current and expanded curriculum
- Must speak and write fluent English and Mandarin
- Must have the ability to work non-standard hours and shifts (including evenings and some holidays)
- Must show passion and interest in enhancing the customer experience and have minimum 3-5 years proven experience in direct customer interaction (Customer and Partner Advocacy)
- Must show proven problem solving skills
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Support Delivery Job Description
Job Description Example
Our company is hiring for a support delivery. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support delivery
- Develops, fosters relationships and effectively communicates with CSC stakeholders and airport leaders
- Synthesizes operational and customer related data into consumable insights and recommendations in order to drive improvements
- Liaises with airport teams on commercial and operational initiatives ensuring appropriate levels of support
- Identifies, researches and appropriately partners with CSC stakeholders to resolve employee and customer pain points
- Ensuring uninterrupted application availability so Business delivery is not affected
- Aligning of Business targets with System availability planning
- Responsibility for entire Finance application service management delivery
- Setting and defining service level agreements (SLAs) together with service providers
- Ensuring providers deliver as per agreed commitments for incident, service and problem management
- Improving the application service delivery processes and optimizing the cost base in coordination with the manage services lead
Qualifications for support delivery
- Must have proven excellent interpersonal, written and verbal communication skills
- Can manage competing customer expectations and can effectively ensure the right customer promises are kept
- Knowledge and/or experience in a SaaS related or DEV/OPS technologies preferred
- Excellent oral and written communication skills (English language), analysis and problem solving skills excellent time management and organizational skills
- Possess thorough understanding and working knowledge of the main systems used daily
- Provide timely accurate, professional and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring
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Support Delivery Job Description
Job Description Example
Our growing company is looking for a support delivery. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support delivery
- Facilitate effective team interaction by acknowledging and appreciating each team member’s contributions
- Back up Dir
- Managing the deliverable lifecycle involves coordinating the deliverable schedule and tracking deliverables with all stakeholders (e.g., clients, project partners, deliverable owners, PMO), managing the submission process
- Collect project requests and post to departmental SharePoint site
- Coordinate project estimates with sizing team
- Coordinate resource assignments to projects
- Input data for projects, including sizing and resource allocation, project health statuses
- Run and distribute weekly and monthly reports
- Update process documentation according to instruction
- Schedule meetings, book rooms and coordinate with attendees and speakers for training events
Qualifications for support delivery
- Work directly with UPS, FEDEX, and other Courier Call Center Employees to ensure all shipments are delivered as scheduled
- Ability to occasionally lift or transfer up to 25 pounds
- Ability to view computer screen for an extended period of time up to an entire shift
- Ability to read and interpret documents, routine reports and correspondences
- Ability to create written communication for co-workers, management, and customers
- Moderate experience with tablets and other mobile devices (Apple, Blackberry, Samsung)
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Support Delivery Job Description
Job Description Example
Our company is searching for experienced candidates for the position of support delivery. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support delivery
- Assist with document lodgement process
- Provide administrative assistance with procurement and asset management
- Support other appropriate ad-hoc activities as required
- Supervising, coaching and providing support to contact center associates
- Utilizing call routing, ticketing, knowledge base, call center tools, and supply chain applications
- Document requirements, conduct required research, recommend and guide solutions to J63 operational and technical shortfalls or required improvement areas
- Coordinate branch activities and responses to taskings in the absence of or as directed by the C4 Operations Officer for the J63 Division when military officer is away (Decisions are vetted through govt Division Chief / Deputy Division Chief prior to execution)
- Monitor the NetOps status pages and other mediums for major service disruptions, incidents or issues, use technical background and experience to understand/track status and facilitate questions for, or status updates to, the J63 as needed
- Assist in development and tracking of high level enterprise performance metrics
- Review presentations and documents for the J63 and attend meetings on various operational subjects to record and facilitate actions directed by the J63
Qualifications for support delivery
- The skill to partner cross functionally to champion for the team and the customer
- Strong CRM skills (Salesforce experience preferred)
- Relevant projects that demonstrate your communication and interpersonal skills, strong work ethic that delivers high quality deliverables
- Bachelor Degree in Business, Finance and/or Information Technology preferred
- Deep understanding of ITIL based methodology
- Deep knowledge of pharmaceutical R&D
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Support Delivery Job Description
Job Description Example
Our company is growing rapidly and is looking for a support delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support delivery
- Provide support on tools that manage automated code deployments during the release process
- Monitor the continuous integration system to ensure correct build execution and troubleshoot build failures
- Maintain documentation of the build and continuous integration systems
- Working with the Service Delivery Managers (SDM) team on operational tasks
- Assist with time tracking and proper cataloging of support team’s time
- Work directly with the Service Delivery Director to perform a wide range of tasks, from scheduling/facilitating meetings, and assisting with the creation of presentations
- Guide a dispersed technical support team consistently through strategic changes happening throughout the Global Support Delivery team
- Manage and develop technical support teams, including recruiting, hiring, professional development, and global project engagement
- Identify patterns and recommend enhancements to our solutions and services to fulfill customer needs
- Maintain a high level of customer satisfaction within the North American regions
Qualifications for support delivery
- PhD ( Preferably Chemistry, Biochemsitry
- Ability to lead and drive simultaneously, project development and services which meet business need
- Extensive experience as a line manager and leader of large teams
- Ability to inspire, enable and support people to excellent performance
- Extensive experience in managing outsourced ADM suppliers
- Ability to manage crises and to define plans to resolve issues promptly