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 quali...

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