What success looks like in this role:
Senior service management analyst is responsible for overseeing and analyzing the performance of Major Incident Management process and service operations. Plays an important role in meeting service level agreements and achieving a high level of customer satisfaction.
Serves as the primary contact for inquiries and concerns related to Major Incident Management process for simple to moderately complex clients
Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment. Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution
Maintains high standards of communication when sending updates to client management
Delivers regular reports and activity updates to client and management with transparency and clarity
Ensures that the incident hygiene is maintained at high level
Manages client relationships with a focus on adhering to contractual service support requirements
Leads quality assurance initiatives and drives process improvements that meet industry standards
Conducts impactful documentation training sessions to elevate the skills and proficiency of the entire team
Please not that this role requires work on weekends#LI-SA1
You will be successful in this role if you have:
Bachelor's Degree and a minimum of 4 years of relevant experienceCertificationsRequired: ITIL v4 FoundationDesired: ITIL v4 Managing Professional (MP)Experience with ITL and other service management methodologiesAbility to handle work alone with minimal directionA good understanding of process KPIs and ability to report on themExcellent communication skills in English#LI-SA1
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