Lead Specialist

Knowledge Expert within COE to drive service related improvements focusing on Incident Management, Drive MTTR for Cases and Incidents, Incident Reduction, Critical issue Management, Problem Management & RCA, document review, training and development, conduct knowledge sharing sessions, Drive Quality improvement. Work towards bringing in operational efficiencies

Role Responsibilities & Key Accountabilities

• Represents COE in customer / partner interactions including face-to-face or virtual meetings with clients and facilitates communications between key operational groups on service impacting incidents
• Analyses trends of Turn Around Time performance, supports team to achieve defined metrics and handles pending service now incidents and salesforce cases to make sure all issues and queries are fixed in timely manner
• Solves sophisticated issues may involve interpreting the needs of the customer, resolving solution to the problem and assessing ...