Job Description
Key Responsibilities
What success looks like in this role:
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.
Reduce backlog of long running tickets
Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
Identify and collaborate with teams/resolver groups which carry ticket backlogs
Provide an escalation mechanism for structural misses of SLAs.
Daily governance on open ticket management
You will be successful in this role if you have:
Key Qualifications
Experience & knowledge of ITIL Framework
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
Complete understanding and ap...
What success looks like in this role:
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.
Reduce backlog of long running tickets
Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
Identify and collaborate with teams/resolver groups which carry ticket backlogs
Provide an escalation mechanism for structural misses of SLAs.
Daily governance on open ticket management
You will be successful in this role if you have:
Key Qualifications
Experience & knowledge of ITIL Framework
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
Complete understanding and ap...
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