Data Center Migrations - Client Experience Representative

Data Center Migrations - Client Experience Representative

This role is responsible for ensuring a seamless migration experience by coordinating client communications, managing migration-related activities, resolving complex issues, and collaborating with internal and external stakeholders. The representative acts as the primary point of contact during migration events, helping clients navigate change, minimize business disruption, and achieve successful migration outcomes.

This position requires participation in migration go-live support, including weekend, evening, and occasional unplanned coverage to support critical client migration activities.

Required Skills and Qualifications:

• Experience: 3+ years in a service desk or equivalent role at 2nd or 3rd level support.
• Technical Skills:

• Strong understanding of networking and related infrastructure.
• Hands-on experience with Windows Server administration and virtual machine management.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
  • Communication Skills: Exceptional verbal and written communication skills with the ability to engage effectively with clients, vendors, executives, and cross-functional team
  • Customer Focus: Proven ability to deliver superior client service and maintain satisfaction.
  • Teamwork: Capable of working independently and within a multidisciplinary team.

Key Responsibilities:

1. Technical Issue Resolution:

• Diagnose, analyze, and resolve complex technical issues escalated by clients, vendors or internal teams.
• Primary client-facing contact throughout the migration process.
• Guide clients through migration readiness activities, timelines, testing requirements, pre-migration validation and post-migration validation.
  2. Customer Service Excellence:
• Deliver exceptional support and maintain high levels of client satisfaction.
• Collaborate with clients to understand their needs and ensure effective solutions.
• Provide timely status updates, issue resolution communication.

3. Networking and Security:

• Troubleshoot network-related issues and ensure secure connectivity for clients.
• Collaborate with infrastructure teams to resolve security incidents.
  4. Documentation and Reporting:
• Collaborate with team on documenting processes, incidents, and resolutions to maintain a robust knowledge base.
• 5. Collaboration and Communication:
• Work closely with cross-functional teams, including product development and engineering.
• Communicate effectively with stakeholders clients to ensure alignment on migration solutions.
• Escalate critical business impacts and risks necessary to leadership and support teams.

Preferred Qualifications:

• Banking, financial applications, or core systems experience.
• Experience supporting banking, financial services, or technology migrations is preferred.
• Tertiary qualifications in Information Technology, Computer Science, or related fields.
• ITIL Knowledge: Familiarity with ITIL frameworks and best practices in service delivery.
• PowerShell
• Client-facing Support

Additional Requirements:

• Flexibility to work extended daily hours and weekend hours for go live activities.