Posted:1 day ago|
Platform:
Hybrid
Full Time
Strong leadership and team management experience
- ITIL Foundation Certification (or higher)
•Strong leadership and team management experience
•Excellent communication and stakeholder management
•Incident, problem, and change management expertise
•Experience in SLA/KPI tracking and reporting
•Customer escalation handling and resolution
•Process improvement and service optimization
•Hands-on experience with support tools (e.g., ServiceNow, Jira, Zendesk)
•Technical background in IT infrastructure or software support
•Experience with Azure cloud platforms
•Knowledge of DevOps and Agile methodologies
•Exposure to automation and AI-driven support tools
•Ability to drive proactive support strategies
•Cross-functional collaboration and project management skills
•Lead daily operations of the support team, ensuring timely and effective resolution of customer issues
•Monitor and report on SLAs, KPIs, and customer satisfaction metrics
•Act as the primary point of contact for escalations and critical incidents
•Collaborate with cross-functional teams to ensure seamless service delivery
•Drive continuous improvement initiatives across support processes •Conduct regular performance reviews and coaching for team members
•Develop and maintain service delivery documentation and playbooks
•Ensure compliance with ITIL and organizational standards
•Partner with customers and internal stakeholders to align support strategies with business needs
•Identify opportunities for automation and proactive support model.
Citiustech
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