Service Process Controller – Security Operations Center

Your responsibilities

Role Purpose

Service Process Controller will be responsible for the coordination and execution of various activities across the Security Operations Center aiming in achieving robust service delivery. Service Process Controller will work closely with Technical Team Managers and Operations Manager within Security Operations Center, supporting service delivery to the Customers.

Key Accountabilities

• Follows established processes and recommends improvements to these as appropriate to resolve routine customer enquiries

• Documents actions taken to resolve enquiries

• Takes ownership for documenting, and monitoring adherence to all account related processes

• Coordinates required activities within the Team and make sure of the proper prioritization and execution

• Supports Management in day-to-day operational activities

• Ensures the processes in place and aligned with the contractual requirements

• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

• Monitors performance through statistical reporting and analysis.

• Analyses and identifies areas of improvement to the service to ensure customer satisfaction

• Prevents negative trends by properly raising and reacting to performance and progress gaps.

• Takes responsibility for learning about all current customer needs

Our requirements