ScopeThe Service Operations Engineer is responsible for the operations of "aaS" solutions, providing proactive monitoring, basic troubleshooting, operational documentation, cloud cost control, and service reporting, among other activities. Assist with customer service requests (Incidents, Change Requests, Request for Information). Assistance includes expertise, advice to customers & management of customer incidents within the "aaS" solutions. Take full ownership of response time, incident restoration, and follow-up on incident resolution to meet customer service level commitments and increase customer satisfaction.Job DescriptionOperational activities:Guarantee proactive event monitoring on EVS Infrastructure or agreed customer-managed infrastructure.Ensure adherence to the Service Operations process.Ensure the creation of Service Requests, acknowledge, categorize, and submit proactive EVS Internal Requests through the Customer Support system.Ensure intake of Service Requests, acknowledge, categorize, and submit Customer Incidents, Change Requests, and Requests for Information through the Customer Support system.Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over, if necessary, escalating incidents to a higher Tier following procedures, best practices & guidelines.Take service request ownership, track and maintain ongoing customer communication.Manage customer expectations throughout support service delivery within the assigned Tier.Provide customer support, advice, and technical Incident restoration/resolution via phone, customer support system, and/or email.Follow up on SLA, incidents, and risks in customer service, and define solutions and/or temporary workarounds for restoration.In turn, be part of the On-Call system (24/7 customer support hotline).Upon agreement, participate in Customer Events as On-Site Support.Training/Demo/POC activities:When applicable, configure EVS Infrastructure for training, demos and/or proof of concept (POC) needs.Provide coaching, assistance, and technical training to customers in the use of EVS-related product families, systems, and applications.Service activities:Create and maintain technical documentation, operational procedures, and how-to articles in appropriate systems (Knowledge Database, Confluence, others).Facilitate periodic service-level reporting.Produce technical notes, procedures, and work methods to maintain and extend the external Knowledge Database.Provide coaching, assistance, and technical training to colleagues in the use of EVS-related product families, systems, and applications.Liaise closely with colleagues and provide product feedback to reduce or prevent future Customer Incidents.Adhere to department policies, procedures, best practices, and guidelines regarding service delivery (when applicable: e.g., ticketing, escalation, 24/7 customer support hotline, etc.).Actively participate in continuously improving our internal operations.Participate in the On-Call service.Operate and perform duties as related to managed services provided to NALA clients in line with the agreed plans.ProfileBachelor's Degree in a technical field or equivalent experience.Experience with EVS products and workflows in live production operations.Technical skills:ITIL4 or other ITSM knowledge or certification preferred.Good knowledge of Networking, CCNA, Microsoft MSCE principles, Linux and Windows OS.Excellent customer service skills addressing the needs of both external and internal customers with strong communication and process skills.Ability to manage themselves under pressure.Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.Languages:Fluent in English.Knowledge of other languages, such as Spanish or French, is an asset.OfferBecoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.Check out our website if you want to know more about why you should join EVS!
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