The Opportunity
In your role as the OSS Coordinator, your responsibilities will encompass hiring and onboarding OSS specialists at various Hitachi Energy locations. You'll oversee the induction processes and ensure that training materials are current. Additionally, you will take charge of more intricate incidents and cases to provide support to the OSS team. As a Single Point of Contact (SPOC), you'll also liaise with other product and support groups as part of our incident management process.
How You'll Make an Impact
Supervises and manages the functional oversight of designated OSS specialists, including both internal and external team members.
Develops, maintains, and publishes relevant OSS knowledge articles within the SNOW platform.
Ensures site-related communications are kept up to date, such as pIT Stop, organizational charts, and announcements.
Oversees resource planning and management tasks, including managing absence calendars, backfills, leaves, events, and dispatching site coverage.
Gathers critical information concerning OSS operations, including the latest technological developments, communicating with wider team.
Identifies issues and proposes service improvements to OSS Regional Managers.
Actively participates in resolving complex problems and major incidents as part of incident management.
Coordinates resources to support off-site meetings and events, particularly those occurring outside regular working hours.
Monitors the workload of OSS engineers and adjusts resource allocation as required.
Monitors and manages OSS assignment groups within the ServiceNow platform.
Provides a monthly summary of service performance, including highlights, lowlights, ticket summaries, key performance indicators (KPIs), and prolonged tickets.
Distributes information to OSS engineers from other departments within the organization.
Ensures compliance with Health & Safety requirements, ethical standards, code of conduct, and moral principles.
Verifies that the necessary IT equipment, tools and access permissions are provided to OSS engineers.
Recommends and implements measures to improve operations and customer service.
Responsible to ensure compliance with applicable external and internal regulations, procedures and guidelines.
Your Background
Bachelor’s degree in IT.
Experience in IT support, with a track record of leading and managing teams of at least five individuals.
Holds a valid ITIL certification.
Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English. Spanish language skills are also a plus.
Bring an outstanding customer service orientation as well as proven interpersonal and communication skills.
Experience in process management improvement in a technical environment.
The company is open to making workplace accommodations. Apply and join the selection process to become part of our team!
Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.
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