Life at Mando Agency is fast-paced and we have high expectations of each other. We live and breathe the digital solutions we’re working on, and take our responsibilities to our customers very seriously. That doesn’t mean we’re machines though .... It’s really important to us that we have a culture of looking out for one another and create a positive environment for us all.
We've taken some time to think about who we are. Our internal values are the principles we benchmark ourselves against, as individuals and as a team. They align us and inform how we perform and guide the quality control of what we deliver. They are also values to inspire and encourage development of skills.
We are insightful, collaborative momentum makers - does this sound like you?
Your success at Mando will come through:
- Adhering to ITIL Incident Management you timely acknowledge, action and resolve incidents within agreed SLAs underpinned by consistent professional verbal and written communications
- Working with the Service Delivery Lead on handling P1 incidents raised by clients and completing incident reports to provide to clients after the event highlighting root cause and recommendations.
- Timely acknowledgment and support on service requests raised by clients to provide information around outputs, timelines and resolutions.
- Organisation of the Out-of-Hours client support rota.
- Escalation of issues to Service Delivery Lead where appropriate and running the function transparently so that real-time insight into current SLA position, service volumes etc. is readily available.
- Working closely with the Service Delivery Lead to ensure that resourcing requirements are clearly set-out and studio time is planned against incidents and service requests and resourcing constraints can be escalated if not met.
- Interacting closely with Service Delivery Lead, Project Managers and Account Managers where support and maintenance activities are being provided on active project delivery accounts (e.g. collaborating on release scheduling and contents, client account reviews, etc.)
- You have an understanding of the release cycle so accurate timelines and expectations can be delivered to clients on tickets where release activity is required.
- Working with the internal development team to ensure accurate and valuable updates are provided to the client to move forward with resolution of incidents
- Working with third parties to handover and work on client incidents and requests whilst still adhering to SLAs in place
- Understanding client needs and objectives to assist in managing incidents and requests
- Understanding roles and responsibilities of client stakeholders and organisational structures to effectively manage incidents and service requests and adapt communication to meet the needs of each stakeholder.
To fit within the team culture and demonstrate the right character, we expect you to:
- Challenge: What are the key risks and what are we doing about them? Are we asking the ‘stupid’ questions to prevent misunderstandings? Are we forward thinking and asking the questions the client will ask before they ask them? Are we challenging the priorities of tickets to ensure we prioritise and manage resource effectively internally? Are we confident that Mando have done all they can to resolve an incident or service request? Are our decisions adding the right value to Mando and the client?
- Communicate and collaborate: Is everyone clear on what’s expected? Have we adapted our communication to meet the needs of the issue and customer? Does our communication provide valuable and accurate information to the client? Do we understand the response back to our client to ensure that we are able to articulate a valid response back to the client? Are we confident in next steps following calls with a client? Are we confident in the decisions we are making?
- Support the wider team: Are we bringing calm authority and clear-thinking to the process? Have we learned from mistakes? Are we setting the team and client up for success? Are we building long standing and trusting relationships with clients? Are we acting as a support branch for our clients?