Service Management – Team Member recruitment
Roles and Responsibilities
Core Services
• Establish SLAs and manage the SLA Measurement framework.
• Prepare fortnightly and monthly OT Service Performancereports.
• Track Technology performance against KPIs on a monthly basis.
Incident Management
• Analyze defects/complaints and identify service gaps.
• Analyze trends and root causes and ensure preventive measures are determined and put in place.
• Escalate high impact cases to Management.
• Review Quality of updates in the Operations and Technology Dashboards.
• Involved in any crisis issues that arise within OT.
Other Functions
• Prepare cases that have impact on Customer Service, for sharing at monthly Operations Service Management meetings.
• Facilitate regular service review meetings between Technology and Business Units.
• Prepare ad hoc reports as and when required.
Requirements
• Good analytical and interpersonal skills
• Self-driven and has a mind for details.
• Able to work well both independently and as a team
• Proficient in Microsoft suite of applications
• Understanding of ITIL concept would be beneficial but not compulsory