Service Excellence Professional

5 days ago

Noida, Uttar Pradesh, India beBeeService Full time US$ 8,00,000 - US$ 15,00,000
Job Title

Service Management Specialist: Job Overview

  • A vital role that ensures the effective resolution of customer issues and the timely management of service requests.
Responsibilities

The successful candidate will be responsible for:

  • Audibility of the documented Incident, problem, and change process ensuring accountability and transparency throughout the service lifecycle.
  • Deploying and educating process users on the documented process, driving improvements through required service improvement plans.
  • Ensuring the effective resolution of process exceptions and monitoring regular process measurements to identify areas for improvement.
  • Addressing and analyzing negative trends that impact effectiveness or efficiency of the IPC processes, ensuring appropriate issue records are opened when necessary.
  • Providing ongoing education to process users and performing post-resolution incident reviews to evaluate the effectiveness of incident resolution.
  • Orchestrating Incident Recovery by driving Incident Bridge and consolidating an integrated resolution plan when multiple competencies Business Units are engaged.
  • Determining the impact and urgency of an incident and assigning priority accordingly.
  • Creating a resolution plan outlining actions to resolve and recover incidents responsibly.
  • Communicating status to customers throughout the Incident Lifecycle as per communication plans.
  • Validating changes and collaborating with stakeholders to define and document service level agreements, performance metrics, and monitoring procedures.
  • Developing and implementing processes for monitoring SLA performance and compliance, analyzing performance data, and providing actionable insights.
Benefits

This role offers the opportunity to work in a fast-paced environment, contributing to the success of our organization. As a Service Management Specialist, you will have the chance to develop your skills and expertise in IT service management, working collaboratively with cross-functional teams to deliver exceptional customer experiences.

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