Shift Leader for one of PAN India Project at Navi Mumbai

Onward Eservices Limited

1 to 3 yrs. Mumbai
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Posted on 10 Oct 2017

Job Description

? Ensure efficient flow of Problem tickets through Problem Management process. Provide Business analyst perspective to the recurring incidents and help in RCA of the problems
? Develop roster for SD L1 team and maintain shift schedule to cover the service window and perform workforce management.
? Ensure process and policy adherence. Focused effort to improve process to enable efficient flow of tickets through Service Desk (Tier 1/Tier 2)
? Ensure process and policy adherence of Service Desk team
? Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators
? Escalate matters requiring management intervention to Service Desk Manager and Project Manager.
? Ensuring policies, processes and standard are followed in Service Desk operations.

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