Customer Process & Incident Coordinator

General

The role of the Customer Process & Incident Coordinator:
Manage and oversee designated service‑related activities for assigned customers, ensuring high levels of customer satisfaction while adhering to contractual obligations, cost frameworks, and company strategy.

Ensure all incidents are handled in accordance with established processes; monitor process execution, identify gaps, and propose improvements to enhance operational efficiency and service quality.

Coordinate service activities, track progress on improvements, and provide regular reporting and communication to the Service Manager and the wider operational organization.

• Working alongside the Service Manager to report and respond to service‑related issues, seeks, and proposes initiatives to improve the service.
• Act proactively in case of breach or expected breach of parameters agreed in SLA, working with the Marlink Service Manager to resolve any concerns.
• Overlook incidents to ensure they are resolved locally or escalated within the standard support flow and drive improvement initiatives towards relevant parties internally or externally, working with the Marlink Service Manager
• Contribute in coordinating common IT issues onboard the vessels reducing time to own
  Managing and escalating incidents according to an agreed internal/external escalation matrix that cannot be resolved locally ensuring they are resolved in a timely manner, interfacing with the Marlink Service Delivery Manager
• Co‑ordinate and hand over ongoing IT issues so incidents and requests continue to progress
• Working alongside the customers IT Process Coordinator to assist with customer IT incidents which are related to the vessels.

• Information & Communication Technology, Business Administration, or other relevant backgrounds
• Maritime experience
• Knowledge about Incidents management and incidents process
• Knowledge of ITIL framework
• Knowledge about IT/Networking/Cyber/Satcom is beneficial
• Customer oriented in reflection and action
• Strong written and verbal communication skills
• Advanced user of M365
• Strong command of English Language both spoken and written

At our organization, collaboration isn’t just a buzzword—it’s part of our DNA. With a focus on innovation, continuous learning, and professional growth, you'll be in an environment that’s as supportive as it is exciting. Plus, our diverse and inclusive culture means you'll be surrounded by colleagues from all walks of life, fostering a vibrant, global vibe.

• Competitive Salary & Bonuses: Because your hard work deserves to be rewarded.
• Health Benefits: Comprehensive packages including private medical services.
• Flexibility: Embrace hybrid work models with remote options.
• Time Off: Enjoy additional holidays and parental leave for perfect work‑life balance.
• Professional Growth: Access our training platforms, mentoring, and special projects.

Do you relish tackling challenges with creativity and finesse? Are you a communication whiz who can adapt swiftly while keeping your cool under pressure? If you're nodding enthusiastically, then you’re just the kind of person we need! Bring your zest for technology, and let’s rock the telecom world together!

Ready to make an impact? We can't wait to meet the next superstar in the realm of technology and communication. Looking forward to having you onboard!