Gautam Buddha Nagar · Senior
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Job Description : Manage the service desk ticket queue, ensure SLA compliance, drive incident resolution from logging to closure, coordinate with support teams, and improve customer experience through effective ticket lifecycle management.
Job Summary : Service Desk Queue Management & End-to-End (E2E) Incident Management
Job Responsibilities : Queue Management. • Monitor incident, service request, and escalation queues. • Prioritize tickets based on impact, urgency, and business criticality. • Ensure tickets are assigned to appropriate resolver groups. • Identify and address ticket backlogs. • Monitor aging tickets and take corrective actions. End-to-End Incident Management • Own incidents from creation to closure. • Track ticket progress across support teams. • Ensure timely updates are provided to users and stakeholders. • Coordinate with L1, L2, L3, Infrastructure, Application, and Vendor teams. SLA & KPI Management. • Monitor SLA adherence. • Escalate SLA breach risks proactively Track KPIs such as. • First Response Time (FRT) • Mean Time to Resolve (MTTR) • SLA Compliance % • Backlog Volume • Reopen Rate Reporting & Governance. • Generate daily, weekly, and monthly operational reports. • Analyse incident trends and recurring issues. • Support audits and compliance activities. • Executive-level reporting • Coordination across global teams • Time Management
Skill Requirement : • ServiceNow • Incident Management • Reporting & Analytics • Excel • Power BI • ServiceNow Reporting • SLA Dashboard Creation • Written and verbal communication
Other Requirement : 24 X 7 Global Support
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