Critical Intervention Specialist Jobs at IFS in Colombo, Western Province

Published 10 months ago

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IFS company opens jobs for Critical Intervention Specialist positions in the Western Province region. The type of work we provide is Full-time.

The criteria for the employees we need are having Customer Service skills with Mid-Senior level experience, as well as employees who are honest, disciplined and responsible.

The estimated salary offered by this company is quite competitive around රු. 13,000 - රු. 50,000 (per month). However, the salary can go up or down depending on the company that decides it.

The Headhunters company itself is engaged in IT Services and IT Consulting, of course if you are interested in applying for this company, you can register immediately.

Job Information

Company:IFS
Position:Critical Intervention Specialist
Region:Western Province, Colombo - Western Province
Job Function:Customer Service
Seniority Level:Mid-Senior level
Employment Type:Full-time
Industry:Software Development

Job Description

Introduction:

The Customer office is a function within Unified Support that is responsible for the support relationship with IFS customers. Its purpose is to increase customer satisfaction and lifetime value, ultimately driving retention and renewals. It is therefore logical that critical situation management sits in this function, bringing reassurance and effective control to such matters as part of a strong and enduring customer relationship.

Critical Intervention is the element of critical situation management that sits between individual case escalation and Business Critical Support. It applies when the customer situation has reached an elevated state that requires intervention across any or all parties involved to restore business as usual, and with this full confidence in IFS. A critical intervention therefore has entry and exit criteria.

The lessons learned from each critical intervention are documented and fed back into the business as part of continuous improvement.

Critical situation management is led by the Head of Critical Situation Management to whom a team of Critical Intervention Specialists reports.

Essential duties and accountabilities are as follows:

  • Critical incident judging
  • Assembling and leading required resources across functions to remediate the situation as quickly as possible
  • Initiate and lead incident management calls
  • Provide business impact updates to stakeholders and leadership as required
  • Prepare customer facing communications for status updates and incident reports
  • Monitor and regulate communication quality and frequency
  • Participate in postmortems to understand and act on the root cause that led to acceptance as a critical incident (problem management of the underlying issue is separate)
  • Make recommendations for service process improvement

Qualifications

Overall required competencies are as follows:

Essential

  • Operational experience within a mission critical environment
  • Understanding of Service Level Agreements and their application
  • Strongly analytical, structured, and methodical in approach
  • Ability to work independently and make decisions
  • Excellent English communication skills, both written and oral
  • Experience interacting with all levels of management
  • Experience participating in postmortem investigations
  • Ability to meet challenging targets within tight deadlines
  • Experience creating and improving processes
  • Ability to guide people towards customer centric behaviors
  • Confidence in talking to customers at both operational and C-Level

Desirable

  • An understanding of our product architectures and underlying technologies sufficient to allow informed decisions in a dynamic and time-pressured environment

Required education and experience is as follows:

Essential

  • Relevant industry experience
  • Demonstrated experience in a customer success environment
  • Natural skills in building relationships and finding support to get the job done
  • Able to operate in fast paced, geographically and culturally diverse teams
  • A strong team player and networker
  • A great communicator who helps build the IFS brand

Desirable

  • Negotiating skills within a context of high political sensitivity and conflicting interests
  • Comfort working within a matrix-rich organisation

Benefit

  • gain experience
  • taught first
  • Get bonus if overtime

Job Application Information

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Company Information

IFS

IFS is an international business software provider specializing in enterprise resource planning (ERP) solutions. Founded in 1983, the company is headquartered in Linköping, Sweden, but has offices and partners in over 70 countries. IFS offer a broad portfolio of enterprise software solutions, including ERP, enterprise asset management, service management, and enterprise service management applications.

IFS is a cloud-agnostic enterprise software provider, with deployments ranging from on-premise to cloud and hybrid solutions. To ensure digital transformation success, IFS provides global cloud services, implementation services, and managed services for large-scale enterprise customers.

IFS’s customers come from a variety of industries, including automotive, aviation, construction, energy, financial services, manufacturing, and more. IFS provides robust industry-specific solutions to meet business needs. The company’s ERP solution is an integrated platform for finance, human resources, product development, supply chain, manufacturing, service management, customer relationship management, and more.

In addition to its enterprise solutions, IFS offers powerful analytics and insights tools to unlock data-driven outcomes and maximize operational efficiency. IFS also offers a range of digitalization services to help organizations transition to a digital and agile workplace.

At IFS, the company’s purpose is to help customers grow their business, become more agile, and improve customer service and satisfaction. The company is passionate about innovation and continually strives to create cutting-edge solutions to meet the changing business needs of its customers. IFS is also dedicated to its corporate social responsibility initiatives, which focus on sustainability, education, and the environment.

Check other vacancies from the company: IFS