The role oversees ITIL-based service support and manages service delivery processes including incident, major incident, problem, request, and change management
Job Summary
The role oversees ITIL-based service support and manages service delivery processes including incident, major incident, problem, request, and change management.
The incumbent leads quality assurance initiatives, drives process improvements, and facilitates bridge meetings for major incidents to ensure quick resolution.
Success requires coordinating client-facing resources and managing ESM processes daily while maintaining high standards in written and spoken communication.
Matching Summary
The role oversees ITIL-based service support and manages service delivery processes including incident, major incident, problem, request, and change management.
Skills & Requirements
Must-have
ITIL based service support
Major incident management
Root cause analysis documentation
Change advisory board facilitation
Service level compliance
Nice-to-have
Client-centric approach
Continuous learning mindset
Creative problem solving
High standards communication
Collaborative team environment
Key Requirements
4-6 years relevant experience
Any degree or equivalent combination
Experience with MIM or senior service coordination