To manage the Service Desk for dealing with internal/external customer enquiries and incidents for a global provider of low latency networks, market data and trading services for the banking sector. To manage the performance of Level 1 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring that staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed, and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.

Overview

• Day-to-day Management of First line technical service desk to respond to internal/external customer incidents and queries via email and phone
• Monitor through internal monitoring systems Like Nagios, Solar wind & Manage engine
• Worked on service Desk tools like Service Now, CA Service Desk, Symphony Summit
• Maintain ongoing communication of incident updates to customers provided by 2nd and
• 3rd line support teams
• Ticket management of Incidents, Problems Change and New Requests
• Maintenance schedules through the maintenance calendar and tasks
• Direct line management of a team of 10-12 including permanent and contract staff.
• The service desk is staffed with two roles, Service Desk Analysts and 24/7 team of Service Desk Technical Engineers.

Key responsibilities

• Oversee the incidents, problems, change and requests. Manage and coordinates urgent and complicated support issues become the incident manager in major incidents. Act as escalation point for all incidents and requests. Develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
• Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for the company. Monitor and manage phone & email queue (participating in escalated calls as needed).
• Oversee Solutions repository on Confluence and ensure top quality solutions are available to the staff. Develops Service and Operational Level Agreements to set expectations and measure performance. Develops an effective and workable ITIL framework for managing and improving customer support in the organization.
• Advise management on situations that may require additional client support or escalation.
• Escalation may involve out of hours’ support via phone or email Train, coach and mentor Service Desk Analysts and Technical Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
• Interact with internal and external customers.
• Ensure that customers receive timely updates on incidents
• Ensure that customer incidents that occur across REVA or involve multiple 2nd line groups and 3rd Parties are coordinated so that the customer receives a consolidated response from REVA.
• Maintain a calendar of maintenance requests on the network, data centres, exchanges and internal changes and ensure communication to customers with the appropriate information.
• Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
• Maintain ticket updates with accurate notes on current status Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents
• Engage with third parties to provide Root Cause Analysis (RCA) for third party services Document internal timelines for resolved incidents where a RCA is required.
• Maintain accurate contact databases and records
• Attend and participate in daily Change Advisory Board meetings

Job Type: Full-time

Salary: ₹45,000.00 – ₹50,000.00 per month

Education:

• Bachelor’s (Preferred)

Experience:

• total work: 8 years (Preferred)

Speak with the employer
+91 897083331