Service Assurance - ITSM Queue Lead Do you demand the best from your professional careerAre you inspired by excellenceAt Centrilogic, you will have the power to make a real impact. Come and join us in our mission to help companies become better digital versions of themselves. Purpose and Objectives Over nearly 15 years, we have become a premier global provider of multi-cloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services. Headquartered in Canada and with regional headquarters in the U.S. and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide. The Service Assurance organization is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre! We actively investigate customer issues by mastering diverse technologies and working intensively with our products. We measure our success by customer satisfaction. EXPECTATIONS AND TASKS As an ITSM Queue Lead, you will play a critical role in ensuring timely and efficient handling of all service tickets. You will act as the central hub between our customers, service teams, and internal stakeholders, making sure that service requests are resolved in accordance with Service Level Agreements (SLAs). This position offers you the opportunity to work with diverse technologies, troubleshoot real-time customer issues, and drive service excellence. Among other responsibilities, you should expect to do many of the following: Manage Ticket Queues: Monitor and organize service ticket queues, ensuring all tickets are prioritized, assigned, and resolved promptly while meeting SLAs. Ticket Assignment Escalation: Ensure tickets are assigned to the appropriate team members based on expertise and workloads and escalate complex issues to senior engineers or management. SLA Compliance: Proactively track and manage ticket resolution to avoid SLA breaches, providing solutions for tickets approaching their deadlines. Communication Collaboration: Act as a liaison between customers, service engineers, and management, providing regular updates on ticket status, incident escalations, and resolutions. Quality Assurance: Ensure high-quality ticket documentation and resolution, maintaining a detailed log of each ticket and verifying customer satisfaction upon closure. Reporting: Prepare and present regular reports on ticket volumes, SLA performance, bottlenecks, and other key performance indicators (KPIs) to internal stakeholders. Customer Satisfaction Surveys: Investigate and provide analysis of negative customer surveys and if any preventative measures could have been carried out to avoid the dissatisfaction Process Optimization: Identify and implement best practices to improve service delivery efficiency, including automating workflows and reducing resolution times. Team Support: Work closely with service teams to provide guidance, mentorship, and assistance in complex or high-priority incidents. EDUCATION University degree or College diploma program in Computer Science or a related field. SKILLS AND COMPETENCIES Excellent Communication Skills: Strong verbal and written communication in English. Strong Organizational Skills: Ability to manage multiple tasks and prioritize effectively, even under pressure. Technical Expertise: Familiarity with data center operations, public/private cloud platforms, ticketing systems, and network components. Problem-Solving Ability: Strong analytical skills to diagnose and troubleshoot technical issues. Knowledge of ITIL Practices: Understanding of Incident, Problem, and Service Management processes in alignment with ITIL principles. Customer-Centric Mindset: Commitment to delivering a superior customer experience with every interaction. WORK EXPERIENCE Minimum 3 years of experience in technical support, data center operations, or customer service in a Managed Services Provider (MSP) environment. Previous experience managing ticketing systems such as ServiceNow, Jira, or Zendesk is preferred. Experience working with cloud platforms like Azure, AWS, or private cloud environments is a plus. LOCATION Hyderabad, India