Service Process Controller

3 weeks ago


Bengaluru, India Fujitsu Full time

Service Process Controllers will respond to contractual incidents, s, and complaints by identifying, monitoring and recording information. Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures Takes ownership for documenting, and monitoring adherence to all account related processes. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA Monitors performance through statistical reporting and analysis. Analyses and identifies areas of improvement to the service to ensure customer satisfaction Prevents negative trends by properly raising and reacting to performance and progress gaps. Owns and accepts personal responsibility for customer problems and champions customer issues to resolution. Builds and enhances strong customer relationships and acts as an escalation point for the customer. Takes responsibility for learning about all current customer needs Skills : ITSM



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