GSOC Coordinator
Job Summary
The GSOC Coordinator supports the Global Service Operations Center (GSOC) by executing mission-critical tasks, including pre-mission planning, vendor coordination, real-time service monitoring, incident management, and post-mission reporting. This role ensures efficient communication, operational readiness, and seamless execution of global service operations. The position requires excellent organizational, analytical, and communication skills to ensure consistent service delivery and client satisfaction.
Key Duties and Responsibilities
1. Pre-Mission Planning and Coordination
- Act as the primary point of contact for receiving client service requests and processing change orders.
- Initiate and coordinate service requests and adjustments with vendors to align with mission requirements.
- Prepare, coordinate, and review pre-mission documentation to ensure readiness and operational accuracy. List of documentation: Team Details, Country brief, Operational Order according to the OPS and the client SOP.
- Brief vendors on Standard Operating Procedures (SOP) and mission-specific details, providing comprehensive mission briefs. These procedures include the configuration of tracking devices and or software.
- Plan and oversee pre-mission activities, including team detail reports and pre-mission tracker setup.
2. Communication and Mission Monitoring
Establish and maintain effective communication channels for seamless coordination among internal and external stakeholders.
Monitor global service missions in real-time, providing updates and tracking progress via tools like ICEVault, ICETrack, WhatsApp and Telegram.
Follow emergency response procedures to mitigate risks and ensure continuity of service operations.
Respond promptly to client service requests and emergencies, providing timely solutions and updates.
Track and report on country
3. Incident Management and Reporting
- Review and update daily mission reports (e.g., ICEVault) for accuracy, insights, and operational feedback.
- Deliver post-mission feedback requests to clients to assess service quality and client satisfaction.
- Support After Action Review (AAR) processes by preparing detailed reports and analyzing mission outcomes.
- Proactively document and report mission issues, identifying and suggesting resolutions to enhance future operations.
4. Asset Management and Handover Coordination
- Manage the distribution and collection of assets from ground teams, maintaining accurate inventory records.
- Ensure proper documentation of mission-critical equipment and verify operational readiness.
- Create and deliver detailed handover reports to facilitate smooth transitions between mission shifts or teams.
Job Specifications
- Knowledge/Education:
- Bachelor’s degree in service management, international operations, or a related field preferred.
- Strong understanding of GSOC operations, vendor management, and service delivery principles.
- Skills and Abilities:
- Exceptional organizational, analytical, and communication skills.
- Demonstrates a high level of proficiency in working with digital technologies, AI-enabled systems, data analytics, business intelligence tools, and process automation platforms. Utilizes technology-driven insights to support operational decision-making, improve efficiency, and drive continuous business improvement.
- Proficiency in service tracking systems, Microsoft Office and asset tracking software (e.g., ICEVault, ICETrack).
- Ability to prioritize tasks effectively in high-pressure and time-sensitive environments.
- Physical Demands:
- Ability to work extended hours during critical incidents or emergencies.
- Comfortable working with technology in a fast-paced environment.
- Location:
- Based in the Global Service Operations Center
Qualifications
- Required Education: High school diploma or equivalent required; bachelor’s degree preferred.
- Certifications: Certifications in operations management, crisis response basics, or service essentials are a plus
Experience
- Minimum 3 years of experience in GSOC operations, service coordination, or a related field.
- Proven ability to manage global or multi-site operations with a focus on service excellence.
Skills
- Crisis and Incident Management
- Vendor and Client Relationship Management
- Data Analysis and Reporting
- Time Management and Prioritization
- Collaboration and Team Coordination
Working Conditions
- Environment: Operates within a secure Global Service Operations Center, using advanced tools for monitoring and service management.
- Hours: Shift-based work schedule to ensure 24/7 service operations coverage.
- Physical Requirements: Ability to sit for extended periods and manage tasks across multiple systems.
Salary and Benefits
1. Salary:
- Competitive salary based on experience and qualifications.
2. Benefits:
- Medical Insurance: Comprehensive health coverage for the employee.
- Dynamic Environment: Work in a dynamic environment with opportunities for global interaction and career development.
Prerequisite Training and Level of Training Required
Basic Service Operations Training
- Familiarity with service management concepts and workflows (e.g., how service requests, escalations, and resolutions are managed).
Communication and Collaboration Tools
- Training on platforms like Slack, Microsoft Teams, or other communication and collaboration software to facilitate seamless coordination.
Incident Reporting and Monitoring Tools
- Introduction to systems like ICEVault, or similar platforms used for incident tracking and service monitoring.
Emergency Response Protocols
- Basic training on emergency response and crisis management procedures, including escalation processes and first-response actions.
Client Interaction and Service Delivery Fundamentals
- Focus on managing client expectations, handling service requests, and delivering exceptional service in a professional manner.
Foundational Data Management and Reporting
- Basic knowledge of tools like Excel, Google Sheets, or reporting platforms for preparing and reviewing operational reports.
Operational Handover Training
- Training on how to create, document, and deliver clear handover reports during transitions between shifts or mission phases.
Interested candidates must apply to [email protected]