Operations Centre Specialist
7 days ago
What to Expect
What You’ll Do
- Responsible for live monitoring of Tesla’s global Supercharger network health, performance and customer experience through monitoring, issue management and continuous problem solving
- Perform diagnostics for outages and urgent issues working with supporting teams to drive to a resolution
- Ticket creation for real-time but non-urgent issues for supporting teams to resolve
- Proactive review of open network issues tracking against supporting team SLA’s and network KPI’s
- Perform system validations to ensure customer user interface reflects current state of the network
- Responsible for incident and escalation response as well as follow-up with the NOC serving as air-traffic control towards internal and external stakeholders
- Act as the first point of contact towards sites hosts and external contractors to collect, triage, prioritize and drive timely resolution of site maintenance issues (cleaning, ongoing repairs, other issues, etc)
- Participate in holiday campaigns and disruption events to ensure optimal network experience during peak or disruptive travel
- Monitor social network feeds and customer service review data to identify, triage and resolve critical charging network issues in real-time
- Provide off-peak coverage for global regions and work directly with counterparts on global consistency of network management
What You’ll Bring
- Any combination of education and experience equivalent to a bachelor's degree and 4+ years working in a similar role or industry with 24-7 business operations
- Experience coordinating in fast-paced environments and teams
- Ability to manage multiple projects with an eye for efficiency and priority
- Superior communication skills with ability to discuss technical topics with a range of audiences
- Highly energetic personality, with a flexible attitude towards critical tasks
- Available to work rostered hours on weekends and on holidays
- Spoken and written language skills in Japanese, Korean or Chinese (Mandarin) are highly desirable
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