Aaron Ross Email & Phone Number

Dubai, United Arab Emirates

At Pontoon, we go beyond the traditional to build future-fit workforces for our clients.Backed by the Adecco Group, Pontoon is the preferred architect of workforce solutions that will transform the working world. We deliver MSP, RXO, Services Procurement, Direct Sourcing, Talent Consulting, and Total Talent solutions. We help our customers design their.

Dubai, United Arab Emirates

• Job Outline:Perform a continuous cycle of service improvement to the production services that is provide to the customers through rigorous problem, service continuity, availability and capacity planning and management..
• Triage all problems cases that are new or escalated via various channels & manage problem escalations
• Analyze incidents/alerts from EMS… Show more Job Outline:Perform a continuous cycle of service improvement to the production services that is provide to the customers through rigorous problem, service continuity.
• Analyze incidents/alerts from EMS to ensure that potential problems are proactively detected and fixed before they cause business impact.
• Utilize analytical skills and tools in order to identify record, trends and analyze all problems that are assigned. Liaise effectively with application support teams and technical teams to ensure all problems are.
• Ensure and verify that all appropriate fields are updated in problem case during its lifecycle

Dubai, United Arab Emirates

• Job Outline:Managing the Technical Operations Centre on an operational and administrative level. Ensuring that all TOC services are provided to Emirates Group and External Clients within agreed Service Level Objectives.
• Manage the staff of the department by… Show more Job Outline:Managing the Technical Operations Centre on an operational and administrative level. Ensuring that all TOC services are provided to Emirates Group and.
• Manage the staff of the department by ensuring that all departmental policies are properly met to achieve a consistently high level of service to the customers.
• Manage the relevant processes involved across the Technical Operations Centre acting as a process champion and process specialist. This includes but is not limited to the Incident Management Process; the Operational.
• Managing vendor relations with the Emirates Infrastructure during conference calls
• Overseeing the escalation chain and handling of critical & high impact incidents which are directly affecting the business.

United Arab Emirates

• Working in a contact center environment supporting over 50,000 customers by resolving problems raised internally and externally. Ensuring that IT service operations remain within agreed service levels and minimize the.
• Receive inbound and outbound calls, resolving incidents and problems to provide a superior service to the customers both internal and external. Ensuring that the service… Show more Working in a contact center.
• Receive inbound and outbound calls, resolving incidents and problems to provide a superior service to the customers both internal and external. Ensuring that the service provided is in line with the specific.
• Analyze reported incidents and provide solutions to the customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs and targets set.
• Coordinate with service providers (vendors) to ensure both the quick resolution of incidents and problems and the smooth running of the departmental and global operations.
• Drive Continuous Improvement by proactively identifying & highlighting issues and risks that may impact the services provided by Emirates Group IT

Staines

Currently im responsible for delivering a highly customer focused service within a mission critical web based environment. This includes developing a team of Infrastructure Analysts level I and II analysts that can exceed customer expectations both in technical resolution and customer service

Staines

• Supporting services for an award-winning IT company providing business-critical application hosting to major brands in the UK to deliver support to millions of users globally; managing +2,000 servers across 4 data.
• Provide frontline technical support to Attenda’s prestigious client base while adhering to the ITIL’s strict incident management and response procedures
• Assess severity/priority of incidents, log… Show more Supporting services for an award-winning IT company providing business-critical application hosting to major brands in the UK to deliver support to millions of.
• Assess severity/priority of incidents, log incidents using Ticket system and assign them accordingly to other parties within Attenda’s Operations Support Team.
• Configuring and troubleshooting web servers (IIS 5/6/7)
• Firewall and VPN troubleshooting