Operations Support Specialist

Job#: 2034483 Job Description... Role Synopsis: • The Operations Support Specialist provides first, second- or third-line technical support to resolve incidents and investigate problems and assist US users for all their mobile phone service and support. • The services are available when required by the business. • Other typical activities include change, configuration, and access management as well as moves, adds and changes. • The role works closely with applications support when required in support of fault resolution. Key Accountabilities: • Provide operational support 1st through 3rd line by managing and monitoring the progress of Events, Incidents and Problems in accordance with Service Levels and expected IT outcomes. • Must be able to think outside the box to resolve complicated and non-standard business requests. • Interpret / Understand / Review and Implement CSI though customer engagement. • Translate complex company management requirements into actionable solutions on the ground for the American business. • Occasional requirement to support outside of operational hours. • Demonstrate adaptability to local conditions from US customers • Build trust and credibility through face-to-face engagements across all US businesses. • Physical support / walk ups to support quick resolution across all businesses especially for PA community and their senior execs. • Strong technical SME – from contract management, through customer advise, device enrolment, MDM knowledge, troubleshooting issues, bill queries, order issues, warranty, vendor management, etc. • Strong vendor management and ability to hold them to account. Including monthly governance meetings. • Support ports / migrations, deal with physical issues related to handsets/OS’s. • Repurposing returned devices – multi platform configuration, wipe & recycle. • Demonstrate flexibility and personalized engagement to support customer service centric culture. • Work with new business areas to understand their requirements and initiate discussions with Vendors to discuss solutions at various sites • Engage with business and Vendors on optimizing plans to provide better value to the company. • Collaborate with Vendors to keep the company mobile users operational i.e., provide guidance/documentation to perform activities such as setup online accounts, pay bills, send reminders for overdue bills, cancel accounts, suspend accounts, Transfer accounts. • Collaborate with company automation team to develop automated solutions for frequently occurring activities i.e., bill overdue reminders. • Engage with MRL and DS teams to meet security and compliance requirements for company users on mobile. • Collaborate with vendors to determine new solutions to minimize manual tasks for users i.e., integration of concur with vendor portals for expense filing. • Additional activities include supporting mobile team on supporting Industrial devices across the globe with primary focus on US retails users. • Engage with newly onboarded M&A companies to setup standard US mobile policies/devices/plans for cost savings. • Primary point of contact for all US Mobile related needs/engagement. • Provide operational support within an operational unit by managing and monitoring the progress of Events, Incidents and Problems in accordance with Service Levels and expected IT outcomes. • Actively engage with the companys Sustainability frameworks to continuously seek improvement in the execution of maintenance, Change and Requests duties across the Ops Group team. • Collaborate with team members and other IT&S technical operations groups to troubleshoot and assist in the resolution of major incidents, complex problems, and retrospectives. • Identify, prioritize, and manage operational and administrative tasks as required by the companys service management processes and tools. • With a focus on continuous improvement, identify and deliver opportunities that work to maximize operational efficiency and enhance support delivered. • In your capacity of Operational Support Analyst, act as a mentor and role-model to other team members, enabling others to deliver successful outcomes. • Understand and operate in compliance to all role-specific HSSE, Standards and Policies requirements. EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178 . Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. 4400 Cox Road Suite 200 Glen Allen, Virginia 23060 Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Apex Systems