261312 : Developer Programmer

Designation / Job title : 261312 : Developer Programmer

Primary or Mandatory skills :-

24*7 L1 Service desk, Incident management,

Monitoring, Communications, People management

Good to have skills :

Service Now

Incident management

Rotational shift

Detailed Job description : -

Role: Associate Team Lead

Experience required for the job: 4-5 Years

• Manage a portfolio of customers for the delivery of scheduled maintenance services on cost, on time & on quality.
• Handling CSAT. Improve Customer satisfaction and ensure active follow up of each customer by various communication means(teleconferences, teams, emails and meetings).
• Experience of working across multiple functions and cultures.
• Having exposure to people management and currently leading a team of 20 members
• Customer facing role, managing entire service management & escalations
• Creating standard routines and process documents as per ITIL standard.
• Currently in a client facing role, representing company to Suncorp client
• Dedicated, Collaborative Customer and result oriented.
• Hiring new resources, on boarding & training.
• Maintaining SLA
• Service Now
• Handling Bridge Call
• Good knowledge of Business Intelligence tools like Cognos, Tableau.
• Review documentation for new or changed procedures specific to Incident Management process.
• Manage notifications for scheduled outage notifications for planned outages and maintenance during the weekends.
• Facilitate bridges for P3/P4 issues on requests if two or more teams are required for resolution or for any escalated issues that require two or more teams to provide resolution.
• Strong communication skills – Excellent spoken and written English communication skills.