Associate Site Reliability Engineer – Cloud Services Jobs at IFS in Colombo, Sri Lanka.

At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues. With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

We are an equal opportunity employer and value diversity at our company.

Key Duties

• Manage an incoming queue of customer requested task scheduling and associated escalations within defined SLA and OLA targets
• Conduct 1-2-1 phone calls with clients around the world to negotiate agreement on scheduling of key service requests
• Perform high quality, customer focused case management in our service desk tool
• Manage resource availability in a pool of operations staff to deliver on the scheduled commitments
• De-escalate volatile escalation situations  directly with customers
• Follow our standard operating processes as described in various knowledge articles, FAQs, SOPs from our documentation library

Experience

• No minimum experience level is required but the role requires someone with experience in a call centre, service desk, support desk or helpdesk environment

As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.

We respectfully decline all offers of recruitment and/or advertising assistance.