Managing defining SLA’s with service owners based on agreed IT SLA’s and providing regular updates on performance and status of continuous service improvement activities.
Reporting and Customer Reviews: Prepare regular support performance reports for senior management and ticket status updates for customers. Lead customer service reviews to discuss performance, outstanding issues and improvement opportunities.
Maintain documentation & reports. Periodically reviewing IT SOP, guideline, policy, procedure, and control to ensure the efficiency, effectiveness of the SOP & information security controls as a whole, recommending improvements wherever is necessary.
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.