Job Description
Description and Requirements
This job requires a 6 days work week and rotational shifts
Job Responsibilities:
•Monitoring service performance as per KPI and SLA
• Incident and Problem Management with Root Cause Analysis documentation
• Create SOPs and confluence document of required process/procedure for reference purpose
• Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction
• Ensure that specific and measurable targets are developed for all IT services
• Monitor and improve customer satisfaction with the quality of service delivered
• Monitor service performance against SLAs
• Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so