Service Desk Operations Manager

2 days ago

Thāne, Maharashtra, India WTW Full time
Description
  • Escalation Management: Serve as the primary point of contact in the APAC region for escalations from internal teams or business colleagues regarding service delivery issues. Assess the urgency and impact of escalated incidents, determine appropriate response plans, and ensure proper escalation procedures are followed. Provide timely and accurate updates to stakeholders, including management regarding the status and progress of escalated issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.
  • Critical Incident Management: Assist with the response to critical incidents in the APAC region by ensuring swift and effective resolution to minimize impact on business operations. Participate in the communication and collaboration among technical teams and business stakeholders during critical incidents to drive timely resolution. Conduct post-incident reviews to identify root causes, implement preventive measures, and drive continuous improvement in incident management processes.
  • Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance.
  • Root Cause Analysis: Assist with managing effective Problem Management by conducting post-incident reviews to identify the root causes of major incidents and develop strategies for prevention or mitigation. Implement process improvements and best practices based on lessons learned.
  • Incident Reporting and Communication: Prepare and distribute timely incident reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication during major incidents.
  • Business Collaboration and Optimization: Establish and maintain strong relationships with key business stakeholders to understand their business needs, alignment with service delivery, and address any concerns.
Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven experience in IT service delivery management, with a focus on escalations resolution of complex issues.
  • Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
  • Experience in participating in the resolution of critical incidents and coordinating with cross-functional teams.
  • Excellent problem-solving and decision-making skills, with the ability to remain calm and focused in high-pressure situations.
  • Exceptional communication and interpersonal skills, with the ability to effectively interact with business colleagues, technical teams, and senior management.
  • Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced customer-oriented environment.
  • Relevant certifications, such as ITIL Foundation, PMP, or related certifications, are highly desirable.

  • Service Desk Co-ordinator

    2 days ago

    Thāne, Maharashtra, India Cms IT Services Pvt Ltd Full time

    Opening for Service Desk CoordinatoExperience - 0 to 2 YearsCTC LPA to 3 LPA (Depend on Experience)Skills -0–2 years of experience in a Service Desk / IT Support / Helpdesk role.Knowledge on ticketing tools — preferred but not mandatoryGood communication and customer-handling skills.Basic understanding of IT technical queries and troubleshooting.Strong...

  • Front Desk Executive

    2 hours ago

    Thāne, Maharashtra, India Asmi Youth Career Advisor Full time

    Responsibilities:* Greet visitors, answer phones, schedule appointments* Maintain records, assist with forms* Manage front desk operations, provide exceptional service* Handle incoming calls, direct messages

  • Front Desk Executive

    2 weeks ago

    Thāne, Maharashtra, India Enrichwise Financial services private limited. Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    About EnrichwiseEnrichwise is a 25+ year-old wealth management and tax advisory firm serving 7,000+ clients across India. With deep expertise in taxation, investments, and insurance, we are now building the next phase of our journey: AI-enabled financial technology solutions that simplify money management for India's salaried and upwardly mobile...

  • Desk Attendant

    6 hours ago

    Thāne, Maharashtra, India Jupiter Hospital Full time

    A Housekeeping Desk Attendant acts as the central communication hub for the housekeeping department, managing guest requests (extra beds, towels), coordinating staff tasks, updating room statuses (clean/dirty) in the system, handling lost & found, and liaising with Front Office and Maintenance for seamless operations, ensuring all guest needs and room...

  • Jr. Customer Service Executive

    1 week ago

    Thāne, Maharashtra, India Tata Communications Full time

    About The CompanyTata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of CommunicationsResident Engineer (Network Operations)Role...

  • Office Manager cum Front desk

    12 hours ago

    Thāne, Maharashtra, India Orion It Services Full time

    JDOffice Management:Assist visitors, clients, and team members with any requirements.Conduct regular inspections to ensure the cleanliness and maintenance of all conference rooms, the studio, restrooms, and the caf.Resolve maintenance issues promptly, track turnaround times, and continuously improve processes.Implement cost-effective measures for office...

  • office boy

    2 weeks ago

    Thāne, Maharashtra, India Jeevan Ambulance Service Full time ₹ 14,40,000 - ₹ 18,00,000 per year

    Prepare and serve beverages like tea and coffee to staff and guests. Keep the pantry area clean, organized, and fully stocked with supplies.Keep common areas, desks, and washrooms clean and tidy.Handle tasks like going to the bank, post office, or courier service, and ensure office supplies (stationery, pantry items) are stocked.Filling staff bottles.Job...

  • Operations Manager

    2 days ago

    Thāne, Maharashtra, India MJAVTA Full time

    Responsible for overseeing daytoday operations of manpower supply services, including team management. Develop and lead sales operations, and visit sites as required. Monitor the work of Accounts, HR and Site Supervisors to ensure smooth functioning Required Candidate profileWe are seeking a highly organized Operational Manager to handle the endtoend...

  • Customer Service Executive

    2 weeks ago

    Thāne, Maharashtra, India R3 Consultant Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job Title: Customer Service Executive – Fitness Club Location: Thane, mumbai (Onsite)Work Experience: 6 months- 1 yrJob Type: Full-Time/Part-Time Job Overview: As a Customer Service Executive at our fitness club, you will be the first point of contact for members and guests. Your role involves providing excellent service, addressing inquiries, managing...

  • Manager Operations

    5 hours ago

    Thāne, Maharashtra, India JLL Full time

    JLL empowers you to shape a brighter way.  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where...