Communication with Business users related to resolving queries obtain clarifications and providing updates.
Setup Business bridge calls to update status of Critical incidents,Outages.
Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
Service Management.
Responsible for the project tasks assigned.
Initiate escalation procedure for incidents based on the agreed upon timelines and tracks it to closure.
Manage queue effectively and allocate tasks to the team based on an allocation plan.
Service Tracking.
Ensure assigned tasks are completed within targets set (the tasks include incidents service requests identified problems Operational changes enhancements etc).
Conduct peer reviews and ensure quality of deliverables.
Service Execution.
Comply to defined process during task execution (including problem management KEDB management etc).
Knowledge Management.
Contribute and participate proactively in knowledge sharing sessions.
Skills Required
Master's degree or equivalent and 2-4 years relevant professional work experience.
2-4 years relevant professional work experience plus a BA/BS in a technical field such as engineering, statistics, or computer science; another field with strong empirical and/or modeling skills
Training may qualify for some positions. Master's degree in a technical field such as engineering, statistics, or computer science may replace up to 2 years of required experience.
Foreign language skills, computer programming capabilities, training in data collection or data analysis techniques, or project coordination skills may be required or preferred for some positions.
Must show evidence of ability to carry out research support tasks under general supervision.
We work with management to streamline a company’s group structure to match operational requirements, cutting cut complexity, costs, management time and risks
