Nomad Digital are currently recruiting for a Problem Coordinator to provide support to our customers on a global scale.
As a problem coordinator, you are responsible for coordinating, reviewing and conducting in-depth investigations for problems. You will be expected to proactively lead problem monitoring and reviewing trends of incidents, making suitable recommendations for improvements and resolutions, and permanent fixes. and root causes are found in a timely manner, and actions are taken to prevent the incidents/problems for re-occurring.
You will continue to assist in the development and maintenance of the problem control process, including the efficiency of the process, and contribute to timely identification and closure of problems. You will lead with a proactive approach, providing of high levels of customer service to ensure the customer remains the focus of the services Nomad provide.
You are expected to lead effective problem management from incidents (service interruptions) and continue through problem logging, classification, tracking, analysis and establish, known error, and resolution, using technical knowledge and that of the teams around you to assist in the prevention and resolutions. You will produce management information, trend analysis and monitor the effectiveness of error control in a timely manner.
Clear and effective communication is required for all customers also ensuring that key internal stakeholders across the business are full briefed and aware of the problem management process. Contribute to monthly SLA and KPI reporting for the Business System Team.
Create effective working relationships with key Nomad Staff, Departments and customers, including daily prioritisation of workload for any Service Desk Teams you are working with.
About Nomad Digital
Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.
Essential Duties & Responsibilities
-Liaise with the other service desk coordinators to ensure management processes are aligned with other ITIL roles
-Ensure all necessary meetings are attended and covered
-Pro-actively monitor problems trends and all associated processes and documentation/reporting requirements.
-Assist to ensure Key Customer SLAs are achieved.
-Undertaking report generation, trend analysis and data retrieval activities
-Minimise the duration of problems, spot incident trends and progress unresolved incidents through the PM process
-Engage the wider Nomad organization in order to act as the single point of contact for all Problem Management and represent the wider team at meetings both internally and with the customer.
-Understanding and accreditation of ITIL Change, problem, and Incident management best practice.
-Assist in the handling of major incidents that feed into the CM process.
Experience & Qualifications Required
-Excellent computer proficiency (MS Office – Word, Excel and Outlook)
-Strong Experience of ITIL V3 is an advantage
-Knowledge of Root Cause Analysis techniques and ability to apply them to real world scenarios
-Exposure to Mobile network technologies
-Good practical Linux experience including scripting and issuing command line commands and understanding the results
-Capable of understanding the CCU configuration and what the settings mean
-Good understanding of Mobile Network technologies in relation to how they are utilised by Nomad.
-Can demonstrate sound test procedures including test case development, recording test case results and developing test reports.
Other Essential Requirements:
Travel Required: Minimal
-Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
-Ability to organize, multi-task and switch between tasks to prioritise workload and meet deadlines
-Adept with analytical data with the purpose of generating accurate and meaningful reports
-Proactive individual with a passion to deliver a high-quality customer service ethic to Nomad’s internal and external stakeholders.
-Attention to detail
-Ability to work well in pressurised situations and think proactively in a fast-paced environment
-Aptitude for problem solving
-Ability to influence others and build strong relationships
-Ability to lead by example (behaviors, culture)
-Ability & willingness to take ownership of tasks to ensure the service desk are working to the best of their capabilities