The Role
The Project Coordinator manages oncall operations and ticketing workflows, coordinates communication between teams, monitors performance, and drives continuous improvement.
Summary Generated by Built In
OUR COMPANY:EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.WHAT YOU WILL DO: The Project Coordinator acts as a key bridge between operations, systems, and compliance, supporting regional teams globally. Additionally, the role is responsible for managing oncall operations, overseeing ticketing workflows, and driving continuous improvement across support functions.Key Responsibilities1. Oncall Management
- Manage oncall schedules, ensuring adequate coverage across all shifts and regions.
- Coordinate shift handoffs and escalation protocols to maintain uninterrupted service.
- Monitor oncall workload distribution and adjust schedules proactively to prevent burnout and gaps.
- Monitor incoming tasks and ensure they are assigned promptly and efficiently to the appropriate team members.
- Prioritize tasks based on urgency, impact, and business criticality.
- Maintain ticketing hygiene — ensure proper categorization, tagging, and SLA adherence.
- Facilitate resolution of issues by coordinating with relevant internal teams and stakeholders.
- Track the progress of issue resolution and ensure timely updates are provided to all parties.
- Escalate unresolved or high-impact issues according to defined escalation paths.
- Serve as the primary point of contact between oncall teams, other departments, and client
- Communicate effectively with stakeholders to provide status updates on issues, resolution timelines, and operational health.
- Ensure clear, timely, and transparent communication during incidents and critical events.
- Maintain detailed records of issues, resolutions, root causes, and recurring problems.
- Develop and update documentation for oncall procedures, runbooks, and best practices.
- Ensure knowledge is accessible and up-to-date for all team members.
- Analyze oncall performance metrics (response time, resolution time, SLA compliance) to identify areas for improvement.
- Prepare regular reports on oncall activities, including issue trends, volume patterns, and resolution effectiveness.
- Present findings to management and recommend strategies for operational improvement.
- Organize training sessions for oncall team members to ensure they are equipped to handle various issue types.
- Provide ongoing support, coaching, and guidance to team members as needed.
- Develop onboarding materials for new oncall team members.
- Identify opportunities to streamline processes and improve the oncall system's efficiency.
- Implement process changes and monitor their impact on overall performance.
- Drive operational excellence initiatives and propose scalable solutions.
- Act as Key User (SME) for new systems and tools — perform testing and validation prior to regional or global rollouts.
- Support change management and adoption of new tools across regions.
- Collaborate with cross-functional teams including Operations, IT, Compliance, and Logistics to align processes and systems.
- Strong experience in operations support, oncall coordination, or operational analytics.
- Proven ability to manage schedules, prioritize tasks, and coordinate across multiple teams.
- Experience with ticketing systems and incident management workflows.
- Ability to collect, structure, and analyze data from operational systems.
- Experience acting as Key User / Super User / SME for systems or tools.
- Strong understanding of operational workflows and compliance requirements.
- Excellent communication skills — able to translate technical and operational concepts to diverse audiences.
- Experience working with global or regional operations in a fast-paced environment.
- Experience with oncall management tools and reporting dashboards.
- Background in IT operations, logistics, or service delivery.
- Familiarity with SLA frameworks and incident escalation protocols.
- Experience driving continuous improvement or operational excellence programs.
Skills Required
- Strong experience in operations support, oncall coordination, or operational analytics.
- Proven ability to manage schedules, prioritize tasks, and coordinate across multiple teams.
- Experience with ticketing systems and incident management workflows.
- Ability to collect, structure, and analyze data from operational systems.
- Experience acting as Key User / Super User / SME for systems or tools.
- Strong understanding of operational workflows and compliance requirements.
- Excellent communication skills -- able to translate technical and operational concepts to diverse audiences.
- Experience working with global or regional operations in a fast-paced environment.
EOS IT Solutions Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EOS IT Solutions and has not been reviewed or approved by EOS IT Solutions.
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Leave & Time Off Breadth — PTO, sick time, and paid holidays are part of the standard package, with some roles highlighting generous PTO and quick eligibility. Time-off availability is complemented by sick leave access across locations.
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Flexible Benefits — Flexible scheduling is available in certain roles and sites. Benefit start dates can be quick after hire in multiple cases.
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Parental & Family Support — Family medical leave is included among listed offerings. This sits alongside core medical, dental, and vision coverage.
EOS IT Solutions Insights
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The Company
What We Do
EOS IT Solutions is a family run Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. As a top-tier partner with Cisco, Juniper, Dell, Arista, HP, Pure Storage, Palo Alto, and many others, we have grown to become a market leader in IT Supply chain, AV Installation and International Deployment. We also continue to expand our service offerings into Security, Data Centre, and Enterprise Networking. Our Managed Services simplify complex processes and improve productivity across all business functions under a single purchase order.
