Assistant Manager - Service Delivery @ TO THE NEW

• Understand the ITSM framework and implement the ITIL best practices based on the identified gaps in processes while offering solutions to the customers as well as the internal support teams.
  

• Efficiently produce process performance dashboards and reports via ITIL best practices
  

• Facilitate new customers onboarding by effective collaboration with internal teams and customers.
  

• Serve as a primary contact for all customer escalations, facilitate weekly, monthly and quarterly performance reports and reviews with clients
  

• Come up with initiatives to improve service performance continuously and reliability of the L1/L2/L3 team for enhanced customer service.
  

• Ensure proper solutions and knowledge management best practices are followed. Also integrate continual service improvement processes to refine continually and improve service desk performance.
  

• Manage restoration of service in case of critical incidents within defined SLA s.
  

• Ability to explain/relay IT and complex issues to various levels of end-users/customers
  

Requirements

• Minimum experience of 3-4 years of experience in Service Delivery
  

• At least 7 - 10 years of experience in applying and managing IT Service Management processes preferred
  

• Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools;
  

• Should have knowledge of ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc. and also understands the administration of ticketing platforms with respect to forms, workflows, categories, etc.
  

• Good interpersonal skills and relationship building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment;
  

• A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers
  

• Basic understanding of Cloud Infrastructure (AWS), Operating Systems (Linux Windows), Web Technologies (Apache, Nginx etc.)
  

• Experience in leading a team of Operations Engineers/Support Engineers