Enterprise Service Desk Operation, Shift Leader

Responsibilities:

• Serve as the senior on shift, ensuring proper handovers, delivering high-quality customer support through effective case management and triaging, and executing Standard Operating Procedures for incident and request management.
• Monitor product and service performance, promptly executing operational procedures or escalating as needed to ensure swift resolution, while managing major incidents through effective communication with customers and leadership, overseeing communication bridges, and invoking crisis and security management processes.
• Coordinate with internal teams, vendors, and service providers to ensure timely incident resolution, request fulfillment, effective communication, and minimal downtime during changes.
• Manage complex and escalated cases, maintain accurate logs and incident reports with comprehensive updates for stakeholders, document all actions in compliance with company policies, and utilize various tool...