Service Management

Key Responsibilities:

Managing the Incident Management Process.

Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.

Responding to a reported service incident identifying the team members required to attend the troubleshooting call and follow the Incident management process.

Act as a primary point of contact for incident escalations coordinating and directing resources to address critical incidents promptly.

Ability to lead Crisis and Conflict management.

Maintain SLA during the management of the incident.

Capturing the lesson learned to help improve the incident response process.

To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.

Performing audits on ticket quality and handling escalated cases.

Provide information about incident analysis. Measure monitor and work to drive down incident levels.

Ensure that misdirected incidents are being managed properly in a timely manner.

Establish strong relationships with internal and external stakeholders.

During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.

Follow up on all major incidents and assure that root cause is being analysed and resolved.

Strategic improvement initiates optimizing processes.

Knowledge on industrys best practice framework process and tool knowledge.

Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.

Support the design development delivery and management of communications.

Conduct impact analyses assess change readiness and identify key stakeholders.

Complete change management assessments

Identify analyse and prepare risk mitigation tactics

Support and engage senior leaders

Integrate change management activities into project plan

Manage stakeholders

Define and measure success metrics and monitor change progress

Support change management at the organizational level & manage the change portfolio

Must have Skills:

Strong interpersonal and communication skills with the ability to effectively interact with customers and address their needs.

Excellent in English both written and spoken.

Good facilitating and coordination skills

Addressing customer inquiries resolving issues and ensuring a positive customer experience.

Assisting with the implementation and maintenance of service processes including incident management and problem resolution

Assisting with the implementation and maintenance of service processes including incident management and problem resolution.

Collaborating with service staff and providing support for their daily tasks

Tracking service metrics analysing data to identify areas for improvement and preparing reports for management.

Contributing to the development and implementation of new service processes and procedures.

Familiarity with relevant tools and technologies used in service management such as CRM software or service desk applications.

Ability to work effectively in a team environment and collaborate with other departments.

With more experience individuals can advance to roles with more responsibility such as service coordinator or service specialist.

Hands on with service management principles and best practices such as ITIL.

Should have working & hands on knowledge on ITSM tools like ServiceNow Remedy etc along with functionality of creating & running reports directly from the tool.