Act as level 1 escalation and engage crises management process if needed on that level
Work with management on team training plan
Work with management on service acceptance
Work with management on incident auditing for team members
Work on preparing Rosters for the team and handle changes through the month
Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures
Liaise and refer issues to correct/ relevant resolution entities and other vendors as appropriate
Build relationships with peer and management levels
Follow up on the team KPIs, and communicate to team members ways to improve it
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.