- Ensure all incidents and service requests are resolved by following the standard processes
- Ensure regular case updates of all the ticket records
- Provide coordination and calibration across all the delivery teams
- Escalate all process-breakdown-related cases causing either a delay in resolution or an actual SLA breach
- Adhere to the agreed service levels and ensure prompt and accurate resolution of problems / incidents
a. Degree in computer science, information systems or equivalent
b. 2 years of relevant work experience
c. Able to triage and identify ambiguous problem and incident for immediate coordination and resolution
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