Communication Desk Analyst (Night)

Responsibilities

• Responsible for timely communication to key stakeholders, executive management and customers on the status of Priority 1 and Priority 2 issues
• Coordinate and manage customer impacting outages communications, ensuring they are sent in a timely and effective manner
• Coordinates response to outages and escalates situations as necessary
• Works with the NOC to manage the escalation and resolution of outages
• Creates monthly outage reports and statuses to review with internal teams
• Maintains awareness of production environment using monitoring tools and call volume to detect potential service interruptions
• Responds to automated alerts from monitoring tools according to procedure
• Uses diagnostic tools to determine the level and criticality of problems
• Escalates issues and problems according to procedures and best judgment
• Works with Engineers to understand the impact of an outage and reports accordingly
• Coordinates weekly RCA (root cause analysis) review meetings with all internal teams
• Answers direct phone calls, texts, and chats from internal teams during an outage event

Qualifications

• Minimum of 2 years of experience in a Help Desk or high-volume Call Center
• Minimum of 2 years of experience working in Customer Operations including knowledge of common tools, methods, and techniques
• Previous working experience as a communications specialist or equivalent
• Works well under pressure and meets tight deadlines
• Highly computer literate with capability in email, MS Office, and related business and communication tools
• Experienced with network monitoring applications such as SolarWinds (a plus)