Major Incident Management - Service Management Advisor

Location: Bangalore

Position Overview:

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).

Key Responsibilities/Outcomes
Intermediate understanding on all areas we deliver reporting services
Create Update complex reports for clients
Conduct call with account teams for reporting requirements
Conduct call with external clients to understand reporting needs
Schedule existing reports
Cross-train coach team members
Operational analytics knowledge
Support escalations to closure

You will be successful in this role if you have:

Key Qualifications
Bachelor's Degree and a minimum of 8 years of relevant experience
Understanding of business related operational drivers/KPIs
Advanced business objects/microsoft BI skills
Advanced office skills
Advanced data analytics skills
Advanced reporting skills
Advanced visualization and presentation skills
Communication/stakeholder management skills