Communication Desk Analyst

Job description

The Communication Desk Analyst will act as the single point of contact for the Contact Center and NOC during a service interruption. This position will responsible for writing and sending internal and external communications, alerting the internal teams, executive management and customers of an outage or degraded service. The Communication Desk Analyst will also be responsible for proactively notifying customers of all planned maintenance events. RESPONSIBILITIES: - Responsible for timely communication to key stakeholders, executive management and customers on the status of Priority 1 and Priority 2 issues - Coordinate and manage customer impacting outages communications, ensuring they are sent in a timely and effective manner - Coordinates response to outages and escalates situations as necessary - Works with the NOC to manage the escalation and resolution of outages. - Creates monthly outage reports and statuses to review with internal teams. - Monitor production environment using a combination of monitoring tools and call volume to ensure early detection of potential service interruption. - Respond to automated alerts from monitoring tools according to procedure. Use diagnostic...