As a Senior Analyst - Service Management, you will be responsible for running successful operations & experience of developing procedures. You will also be providing service delivery Solutions and implementing the service delivery process covering service level agreement, knowledge management and procedures/ service standards for operational excellence.
Duties and Responsibilities:
- Work closely with Service Management teams and focus on automation and proactive approach
- Look into customer escalations/complaints regarding Service Management operations and delivery
- Define and set up controls for Incident, Change, Problem and Knowledge Management under Service Management vertical
- Coordinate with various Application and Infrastructure support groups during the course of high priority Incidents
- Availability to work on different shifts.
Knowledge, Experience & Skills:
- Experienced in client interface for issue resolution.
- Issue assignment to team members & tracking.
- Working on processes to make sure customer SLA s are met and desired satisfaction level is achieved.
- Validation of issues getting reopened.
- Hands on Support for a set of customers accounts and leading teams supporting the product application.
- Bachelors degree in any engineering field, ITIL Foundation qualified.
