Job Opportunities API

Key Deliverables: • Compliance with the Company policies • Incident and Problem Management • 100% response time SLA-Response back to GSD • Achieve <.5% of all service calls being escalated to the FE team. • 100 % SLAs provide update to GSD of leaving on site engagement. • Achieve 100% SLA for scheduled on site engagements • Transition of Services for the Company Clients • 100% attendance to scheduled client DC and OHS inductions • Attendance and completion of all physical and logical audits activities scheduled < 3 days subject to client availability • Inventory Management • This applies in location where FE’s are located. • 100% accuracy in the completion on IMRs • 98.5% quarterly inventory accuracy across all locations where the Company inventory personnel are stationed • Meet 100% OLAs for quarterly stocktakes in locations where no Company inventory are stationed. • 100 % response time OLA to logistics and IMR requests • 100% completion SLA to next flight IMR request • Sparing for New Accounts • Oversee the entire sparing process • Ensures that sparing is properly conducted within OLAs • Evaluate client enrolled assets and recommend parts for sparing • Coordinate with Logistics on parts sourcing for sparing • Submit recommended spare parts purchase for approval • Upload in Netsuite-CMDB complete information of enrolled assets for SDM verification • Disseminate information on the transition progress of new accounts • Out of scope field work • 98% SLA monthly SLA out of scope quotations with 48 hours of call being logged. • Certification and Training Accountabilities : • Ensure all commitments made to the customer are met, or re-scheduled with the customer’s knowledge and approval • Ensure clear lines of communication are met between Support Services Manager and FE’s • Ensure clear lines of communication are met between GSD and FE’s • Comply fully with thecompany policy to protect the interest of Company at all times • Monitoring New FE’s • 2nd Level Technical Assistance: • Provide technical support to the FE team on escalations • Mentor the FE’s to allow them to develop their technical skills further • Provide documentation through Knowledge Base articles • Procedural Guidance for FE team: • Thorough knowledge of current FE team procedures • Update procedural documentation when required • Proactively update procedural documentation for improvements • Human Resources Management and Planning: • Reporting of FE performance at the end of their probationary period • Reporting of other FE performance to the CTSO • Assistance and suggestions in recruiting (to be reported to CTSO) • Service Call Updates: • Ensure that FE is providing accurate call updates to the GSD in timely fashion until closure of the service call • OH&S Work Environment: • Ensure that the technical work areas remain clean and organized at all times • Ensure that the warehouse remains clean and organized where practical • Ensure that the FE team adheres to all OHS requirements, including for lifting, cabling, rack mounting and equipment in rooms are not obstructing walkways. • Training and Certifications • FE Team Tactical Operational Planning