- Role :Service Manager
- Role Description :Own the client aspects of service management for one or more outsourcing contracts. Lead the day-to-day management of contract operations and performance. Invest on a daily basis in overall growth of the outsourcing contract and its financial performance.
- Must Have Skills :Service Management Framework Design and Implementation
- Good To Have Skills :Service Management Governance
- Job Requirements :
- Key Responsibilities : Responsible for Incident Life Cycle Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements Document troubleshooting steps and service restoration details Create and submit knowledge articles Provide specialized investigation and diagnosis of all Incidents and Service Requests Identify Problems Verify resolution with end-users and resolve assigned Incidents
- Technical Experience : ITIL V3/V4 Foundation Certified
- Professional Attributes : Escalate Major Incidents to the Incident and/or Problem Manager Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator Escalate unresolved Incidents to Tier 3
- Educational Qualification : Any graduate
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