Understand the ITSM framework and implement the ITIL best practices based on the identified gaps in processes while offering solutions to the customers as well as the internal support teams.
Efficiently produce process performance dashboards and reports via ITIL best practices
Facilitate new customers onboarding by effective collaboration with internal teams and customers.
Serve as a primary contact for all customer escalations, facilitate weekly, monthly and quarterly performance reports and reviews with clients
Come up with initiatives to improve service performance continuously and reliability of the L1/L2/L3 team for enhanced customer service.
Ensure proper solutions and knowledge management best practices are followed. Also integrate continual service improvement processes to refine continually and improve service desk performance.
Manage restoration of service in case of critical incidents within defined SLA’s.
Ability to explain/relay IT and complex issues to various levels of end-users/customers
Minimum experience of 3-4 years of experience in Service Delivery
At least 7 - 10 years of experience in applying and managing IT Service Management processes preferred
Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools;
Should have knowledge of ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc. and also understands the administration of ticketing platforms with respect to forms, workflows, categories, etc.
Good interpersonal skills and relationship building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment;
A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers
Basic understanding of Cloud Infrastructure (AWS), Operating Systems (Linux & Windows), Web Technologies (Apache, Nginx etc.)
Experience in leading a team of Operations Engineers/Support Engineers