Area(s) of responsibility

Service Management Job Description:

Positions typically require 2-6 years of experience in a service management & ITSM-related role, such as customer service representative or technician.

Key Responsibilities:

• Managing the Incident Management Process.
• Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.
• Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process.
• Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly.
• Ability to lead Crisis and Conflict management.
• Maintain SLA during the management of the incident.
• Capturing the lesson learned to help improve the incident response process.
• To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.
• Performing audits on ticket quality and handling escalated cases.
• Provide information about incident analysis. Measure, monitor and work to drive down incident levels.
• Ensure that misdirected incidents are being managed properly in a timely manner.
• Establish strong relationships with internal and external stakeholders.
• During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.
• Follow up on all major incidents and assure that root cause is being analysed and resolved.
• Strategic improvement initiates, optimizing processes.
• Knowledge on industry’s best practice framework, process and tool knowledge.
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support the design, development, delivery and management of communications.
• Conduct impact analyses, assess change readiness and identify key stakeholders.
• Complete change management assessments
• Identify, analyse and prepare risk mitigation tactics
• Support and engage senior leaders
• Integrate change management activities into project plan
• Manage stakeholders
• Define and measure success metrics and monitor change progress
• Support change management at the organizational level & manage the change portfolio

Must have Skills:

• Strong interpersonal and communication skills, with the ability to effectively interact with customers and address their needs.
• Excellent in English, both written and spoken.
• Good facilitating and coordination skills
• Addressing customer inquiries, resolving issues, and ensuring a positive customer experience.
• Assisting with the implementation and maintenance of service processes, including incident management and problem resolution
• Assisting with the implementation and maintenance of service processes, including incident management and problem resolution.
• Collaborating with service staff and providing support for their daily tasks
• Tracking service metrics, analysing data to identify areas for improvement, and preparing reports for management.
• Ability to work effectively in a team environment and collaborate with other departments.
• Hands on with service management principles and best practices, such as ITIL.
• Should have working & hands on knowledge on ITSM tools like ServiceNow, Remedy etc along with functionality of creating, & running reports directly from the tool.