Customer Service Delivery Specialist

hace 1 semana


San José, San José, Costa Rica Micro Focus A tiempo completo
About Micro Focus
Micro Focus is one of the world's leading enterprise software providers, delivering mission-critical software that keeps the digital world running.
We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need to succeed in today's rapidly evolving marketplace.

About the Role
This role involves resolving single incidents, managing escalations, and proactively identifying solutions to prevent problems from occurring in team/technology areas. The ideal candidate will also be responsible for implementing changes, overseeing configuration management processes, and ensuring quality standards are met.

Key Responsibilities:
  • Resolve single incidents and manage escalations via established processes.
  • Proactively identify solutions to prevent problems from occurring in team/technology areas.
  • Implement changes and verify their effectiveness.
  • Oversee configuration management processes and resolve issues.
  • Evaluate the impact of proposed changes on capacity design and plan.
  • Maintain business continuity and ensure effective recovery processes.

Education and Experience Required:
The ideal candidate will hold a Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field. They will also have at least 2 years of relevant experience and may hold certifications such as ITIL Intermediate level Certified.

Desired Skills and Qualifications:
  • SaaS knowledge
  • ITIL Intermediate level Certification
  • Knowledge of ISO20000
  • Strong customer service skills
  • Good presentation skills
  • Client-facing interpersonal skills
  • Able to lead Applications Management delivery


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