- 10+ years of experience in customer facing roles.
- ServiceNow ITSM tool knowledge, report& dashboard creations
- Working knowledge of EUC operations including Remote support and Deskside support
- Know how on ITIL Framework
- ITIL Certification would be recommended
- Experience in Stakeholder management
- Experience in Partner management
- Proven Customer Service skills
- Excellent written and oral communication
- Awareness of latest technologies and trends
- Knowledge of agile methodologies
- Must have the ability to identify and instill industry best practices.
- Proven Customer Service skills
- Excellent written and oral communication
- Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
- Point of Contact for IT Teams and Vendors at across geographies.
- Point of Contact for future Infrastructure Enhancement and requirement gathering.
- Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
- Manage IT Service Delivery at onshore Locations
- Coordinate with Offshore IT Team for coherence with Business requirements.
- Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
- Work with PMO on short/long term IT Project implementations
- Work with Delivery SPOCs and client Business users on IT requirements
- Coordination with 3rdparty vendor / contractors on IT System upgrade/break fix /new installations
- Vendor Contract and License Management
- Implement Service improvement and Transformation initiatives
- ServiceNow ITSM tool knowledge, report& dashboard creations
