- Analyzing and leading projects and data to identify opportunities for improvement for all team members.- Providing feedback, generate regular reports, analyze and identify trends for process improvement as required.- Demonstrating leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve issues, and Service requests in a high-pressure, dynamic, real time environment.- Owning the… Show more - Analyzing and leading projects and data to identify opportunities for improvement for all team members.- Providing feedback, generate regular reports, analyze and identify trends for process improvement as required.- Demonstrating leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve issues, and Service requests in a high-pressure, dynamic, real time environment.- Owning the Project Management for new initiatives and ensuring execution as per the established SLAs and KPIs.- Ensuring integration for new team members and coaching them to achieve quality criteria and process thoroughness.- Setting clear team goals and deadlines, and helping them meet and exceed the targets by constant feedback and quality checks.- Creating and coordinating the review, presentations, projects and other documentation while challenging current way of working, identifying process inefficiencies and focusing on continuous improvement.- Escalating and owning issues that cannot be resolved by the team.- Overseeing workload balancing across the team and enabling capacity for the team to also grow their skills or participate in projects and development opportunities.- Using critical thinking to break down problems, evaluate solutions and make decisions.- Creating and editing processes to help the team adapt to process changes and perform tasks consistently. Show less

- Handling difficult situations in a fast-paced dynamic environment, timely delivery and maintain a methodical and calm approach while working under stressful situations.- Providing documentation regarding specialized organizational processes focusing on continuous improvement.- Guiding other team members on the project to ensure the SLAs, KPIs and overall quality are maintained.- Training and integrating new team members in order for them to achieve qucik process understanding and… Show more - Handling difficult situations in a fast-paced dynamic environment, timely delivery and maintain a methodical and calm approach while working under stressful situations.- Providing documentation regarding specialized organizational processes focusing on continuous improvement.- Guiding other team members on the project to ensure the SLAs, KPIs and overall quality are maintained.- Training and integrating new team members in order for them to achieve qucik process understanding and outstanding work quality.- Supporting leadership in aligning company and personal values with a strategic vision. Show less

- Global Incident escalations and support operations- intake, triage, and resourcing of ASfP partners technical escalations securing partner’s support experience and ensuring Service-Level Agreements are met, for a better partner support experience.- End to End escalation/account management for issues raised by Partner Service Accounts Managers (PSAMs) and Partners; Deliver Reactive Escalation Management to help resolve critical issues more quickly and minimize the impact on… Show more - Global Incident escalations and support operations- intake, triage, and resourcing of ASfP partners technical escalations securing partner’s support experience and ensuring Service-Level Agreements are met, for a better partner support experience.- End to End escalation/account management for issues raised by Partner Service Accounts Managers (PSAMs) and Partners; Deliver Reactive Escalation Management to help resolve critical issues more quickly and minimize the impact on partner’s business.- Identifying , initiating, and conducting escalations reactively and proactively.- Performing necessary actions to meet expected support service levels. Monitoring and prioritizing ASfP technical support incidents.- Setting appropriate expectations, communicating effectively, keeping commitment and escalating in timely manner- Adherence to operational policies, procedures and guidelines ensuring high quality process execution and operational excellence- Demonstrating ASfP partner delivery excellence as evidenced through feedback and partner quality indicators- Excellent at prioritization and time management with the ability to follow-through to meet objectives and KPIs;- Making good timely decisions in relatively complex cases, and in situations with uncertainty or pressure Show less

- Evaluating and analyzing complex technical issues and making decisions regarding technical solutions and recommendations in accordance with customer requirements and internal /external policies.- Assessing and implementing enhancements to Incident, Problem, and Major Incident Management processes and advising department on operations improvements.- Driving compliance with policies, processes, procedures and standards.- Accommodating frequently redirected priorities, respond to… Show more - Evaluating and analyzing complex technical issues and making decisions regarding technical solutions and recommendations in accordance with customer requirements and internal /external policies.- Assessing and implementing enhancements to Incident, Problem, and Major Incident Management processes and advising department on operations improvements.- Driving compliance with policies, processes, procedures and standards.- Accommodating frequently redirected priorities, respond to multiple, high-priority assignments, recommend improvements, present findings, and attend effective meetings.- Identifying priority calls and highlighted potential problems, providing confident, accurate solutions while ensuring that targets are met in line with tight key performance indicators.- Using Remedy and ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.- Creating and maintaining excellent relationships with all involved parties.- Maintaining knowledge of industry trends and current security practices.- Providing 24/7 support of critical systems. Show less

- Proactively contacting customers who were identified as at risk of cancellation and ensuring that every opportunity to retain these customers were investigated.- Responding to incoming requests for cancellation of services and persuading customers to remain subscribed to our services.- Identifying opportunities to turn displeased customers into satisfied customers.- Informing customers about new benefits concerning new or improved products.- Identifying ways to maximize… Show more - Proactively contacting customers who were identified as at risk of cancellation and ensuring that every opportunity to retain these customers were investigated.- Responding to incoming requests for cancellation of services and persuading customers to remain subscribed to our services.- Identifying opportunities to turn displeased customers into satisfied customers.- Informing customers about new benefits concerning new or improved products.- Identifying ways to maximize customers experience by catering to their specific needs.- Performing black box testing for custom tools and live web apps following every deployment and logged bugs using JIRA.- Delivering training sessions for the new joiners: processes, protocols, workflows, tools, daily tasks, etc.- Responsible for managing shifts to consistently deliver the highest standards of quality, service and efficiency.- Helping to develop the company’s service, supervise staff and manage its resources.- Researching what aspects will make products and services more appealing to customers to maximize the number of sales.-Writing and advertising promotions to effectively reach the needs and expectations of our customers. Show less