Oreta - Incident Manager/Associate Service Delivery Manager (6-10 yrs)

Job Description :

This is an opportunity for an Incident Manager who's keen to join a growing IT Services organisation. As an Incident Manager, you will gain experience of working in an organisation where we value excellence, initiative, collaboration and having fun! You will bring excellent all-round IT Infrastructure knowledge and skills, with an analytical, client focused, quality approach to your work. You will be the point of contact for clients in relation to the provision of services and be responsible for aligning the customers' requirements and expectations with our service levels.

Role & responsibilities :

- Take a proactive approach to ensure that all customer requests and incidents are responded to and resolved within defined SLAs

- Serve as an escalation point for customer concerns if/when they arise

- Prepare monthly managed services reports and conduct monthly and quarterly operational meetings with the customer providing key observations, identifying risks and issues and areas of improvement

- Conduct quarterly/6 monthly review meetings with senior customer stakeholders providing observations on trends

- Identify appropriate resolution to achieve client satisfaction in a timely manner and maintaining high CSATs

- Enforce standard methodologies, processes and tools

- Synthesize and communicate operational and business issues on an on-going basis, manage the customers awareness of major business and IT issues, and help to prevent escalations and add value, where possible

- Identify, manage and resolve complex issues, preventing escalations, where possible

- Make decisions, such as prioritise relationships to develop, negotiate with customers and overcome obstacles

- Drive operational improvements and efficiencies through the implementation of rigorous process and controls, acts as a gatekeeper for quality

- Develop Service Improvement plans for customers

- Identify potential opportunities for incremental revenue growth within an account

- Manage Major Incidents and emergency changes

Preferred candidate profile :

- Experience working, managing and adhering to defined SLAs in a Managed Services Environment

- Excellent all-round client facing skills with the ability to communicate technical information to a variety of audiences both face to face and over the phone

- Decent understanding of Service Management as per ITIL standards

Perks and benefits :

Oreta takes pride in providing a service of excellence to our customers and looking after our employees who enable our business to succeed.

The successful applicant will enjoy working in the Chandigarh highly driven team members (the Oreos), where ideas are always welcome and ongoing training and development is strongly encouraged. Employees are rewarded with monthly team events, Employee of the Month, just to name a few of the perks