About the role
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Key Responsibilities
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Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels.
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Reduce backlog of long running tickets
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Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
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Identify and collaborate with teams/resolver groups which carry ticket backlogs
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Provide an escalation mechanism for structural misses of SLAs.
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Daily governance on open ticket management
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Key Qualifications
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Experience & knowledge of ITIL Framework
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Min 4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management
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Complete understanding and application of IT Infrastructure support and industry best practices.
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Core Competencies:
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Excellent Analytical skills
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Effective Customer Communication
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Experience in SLA based environment.
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Exposure to ITIL based work environment.
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Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial
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Advance MS Excel skills
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Understanding of service desk environment and its day-to-day operations
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Ability to document SOPs/Technical documents
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An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions
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Good interpersonal and Presentation Skills
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