Assistant Manager - Incident Management
- GreyOrange
- 7 - 12 years
- Noida, Gurugram
- 4 months ago
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Job Description
Role Overview : This role as an Assistant Manager in Incident and Problem Management at GreyOrange requires a seasoned professional with a strong operational support background and extensive experience in customer service. The ideal candidate will be a strategic thinker, adept at managing teams and ensuring high-quality technical support for both internal and external clients.
Responsibilities:
- Manage and coordinate incident and problem management processes.
- Act as a single point of contact for technical support for internal and/or external clients.
- Provide support to end-users on a variety of platforms and applications.
- Handle customer communication and ensure a high level of customer service.
- Participate in formal incident management processes with both internal and external teams.
- Identify patterns in technical issues and develop strategies to enhance customer support.
- Supervise and lead a team of support technicians to ensure effective support operations.
Requirements:
- Bachelors degree or equivalent work experience in customer service or technical support.
- At least 7-12 years of experience in incident management, problem management, or related fields.
- Proficiency in ServiceNow, ITSM, JIRA and Zendesk is preffered.
- Strong background in customer support, with a proven track record of managing teams.
- Excellent communication skills for customer interaction and team management.
- Experience in handling Global customers.
- Familiarity with service management concepts such as ITIL, Incident and Problem Management, Change Management, Escalation Management, Process Improvement.
- Ability to manage service requests, incident management, problem management, and process management effectively.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Infrastructure Services
Role: Incident Management
Employement Type: Full time
Contact Details:
Company: GreyOrangeLocation(s): Noida, Gurugram
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Keyskills: Service management Change management Team management Process improvement Incident management Customer support Customer service Technical support Process management Customer interaction
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