Participate in tender compliance review to ensure Ensign team capable of delivering contract obligations
Consultant to customer / single point of contact
Tactical point of contact for customer administrators and Ensign. Provide technical subject matter expertise to advise on the implementation and operationalization of MSS
Ensure SLA compliance for service rendered
To ensure MSS & DM teams deliver SLA as per contract
Facilitate and managing customer requests
Ensure Service Request(s) and Change Request(s) are reviewed and tracked
Manage Ongoing activities across the contract
Work side-by-side with Ensign team and customer to create implementation and success plans that ensure business and security program alignment
Manage OnDemand activities across the contract
Attending to customer requests/queries/complaints/feedback
Project documentation
To ensure documentation (i.e., baseline/standing orders/monitored asset-list) for the services are up to date
Assist in up-selling Ensign services
Partnering Ensign account managers and pre-sales to Ensign services (i.e., via probing clients for road-maps)
Troubleshooting & Incident handling
Work with Ensign support teams for troubleshooting. Engage with Technical Support to help work technical issues to completion