Support Coordinator

About the role

A team member is sought to plan, coordinate and manage support activities for customer projects, including incident, problem and change management, training, performance reviews and continuous improvement. The role also covers support planning and transition to operation and support for new projects, and leads global improvement initiatives. It aims to deliver cost-conscious, timely and high-quality results.

Key responsibilities

• Lead, coordinate and oversee support and service management processes, and act as project coordinator or project leader for customer request (CR) projects
• Review support issues and system performance regularly with countries
• Coordinate the CR process with country teams, technical, PMO and logistics, help countries prioritise change requests and analyse cost, feasibility and benefits
• Manage escalated (3rd level) incidents on time and investigate recurring ones for root causes
• Lead problem-solving for complex, multi-location problems and feed root causes back to engineering to trigger change requests
• Ensure quality processes for CRs are followed and lessons learned are applied
• Identify training needs, organise workshops for country teams and promote knowledge sharing
• Support, coordinate and lead global improvement initiatives and ensure local continuous improvement is implemented
• Plan and coordinate service and support planning for new customer projects and oversee the transition to operation and support

Required profile

• Bachelor's degree or equivalent in Information Technology, Engineering or a related field
• Project coordination or project management, application support, customer support, service management (e.g. ITIL) and business requirement analysis experience (an advantage)
• Excellent English; other languages are an advantage
• Willing to travel if required

Required skills

• MS Word, Excel, Project and PowerPoint
• Strong communication, analytical and problem-solving skills
• Prioritisation, time management, planning and organisation
• Leadership, attention to detail and ability to work under pressure