About the job
Summary
The Rapid Deployment Operations Engineer will play a crucial role within the Rapid Deployment Operations Team, collaborating closely with Service Delivery, Support, and Project Teams. This position requires active engagement with stakeholders to identify, manage, and resolve technical challenges, ensuring smooth production deployments and providing essential technical support during incidents.
Responsibilities
- Support the Xcellink Service Delivery Team in maintaining service delivery standards in alignment with Service Level Agreements (SLAs) established between Xcellink and its customers.
- Offer consistent feedback to the Service Delivery Team regarding HR and operational matters relevant to service commitments.
- Address and resolve operational issues raised by customers or the Service Delivery Manager.
- Implement service recovery plans as necessary.
- Participate in candidate interview sessions to assess suitability for various project needs.
- Assist the Operations Lead in managing project teams to ensure successful execution.
- Collaborate with the Service Delivery Manager and Customer Team Lead to rectify any breaches of SLAs by the support team.
- Attend monthly and quarterly operations reviews with stakeholders to discuss adherence to SLAs and other pertinent issues.
- Integrate with project teams as needed to aid in delivering project objectives.
- Engage in discussions related to service quality improvements and operational initiatives.
- Develop training programs focused on technical competencies and soft skills.
- Establish and maintain processes for effective knowledge transfer during team transitions.
- Contribute to enhancing Xcellink’s service management and delivery by refining operational processes.
- Oversee the creation and implementation of training and process documentation for the Service Delivery Team and Customer Operations.
- Ensure the Support Team complies with Customer Business Standards and controls, safeguarding intellectual property rights.
- Perform additional tasks assigned by the Supervisor or Operations Lead.

