Management of Service Now tickets for two clients, against SLAs and contracts;
Daily meetings with both clients, discussing about backlog and improvement plan;
Maintaining good relations with all suppliers and resolving teams;
Having strong customer centric focus, relationship management with key stakeholders;
Escalation to TL / SDM / Resolving Teams/ OPS where tickets may or have been breached;
Escalation point for client issues, taking necessary actions to get the resolution, communicating with the customer about status and actions taken;
Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents;
Monitoring the tickets from all the queues in order to avoid breached, non-actioned or non-conforming tickets;
Realizing periodically service reports (daily, weekly, monthly) or ad-hoc reports requested by SDM /OPS /TL;
Attending meetings with SDMs, discussion figures and issues/improvements on incident management process;
Perform Quality Checks on SD's agents;
Informing SD regarding the modification of Incident Management procedures;
Creating Incident Management procedures and Work Instructions;
Training with SD members on different Incident Management procedures;
Monitoring the outages tickets and request updates from MIM team
