It Service Delivery Manager

Role & responsibilities -

Hands on experience on Escalation Management & maintaining communications with support organizations, assignment, prioritization, scheduling and tracking of issues & timely escalate to the relevant stakeholders.

Minimum 10 years of total experiences in Escalation Management (7 Years of relevant hands-on Experience)

Specialize in Escalation Management

Availability to work 24 X 7

Ability to understand services and business impact.

Good in technical communication, documentation & process oriented.

Good understanding about ITIL process. Working in-line with customer requirement

Preferred candidate profile

• Manage Escalation process, including coordination of the meetings, review of escalation file content and closure.
• Manage the analysis, selection, and assignment of escalated, critical and flagged accounts on a global basis.
• Experience with multi-vendor product escalations
• Co-ordination with internal Support Delivery Managers, Critical Situation Managers & Technical Support Engineers.
• Drive Asset Management & Vendor management. Timely basis reporting and coordination.
• Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification.
• Person must have exceptional writing and oral communication skills be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences.
• Should also possess good communication skills. In addition, they are responsible customer requirement.
• Ensures timely closure of escalation cases.
• Coordinated for the RCA and submit the same to the customer.
• Good Communication skills and ability to coordinate with customer stakeholders.

○ Call Logging with Vendor.

○ Call Monitoring & Escalation

○ Contract Monitoring Hardware & Software

○ Reports and MIS

Perks and benefits