Senior Service Controller
Current• Managing client escalations and driving an incident or issue to resolution. (Zendesk)• Ensuring priority based on impact is correctly assessed, taking into consideration the Mean-time-to-resolution (MTTR), Customer Satisfaction (CSAT), and case Service Legal Agreement (SLA).• Vetting significant incidents as part of the Major Incident Management team and facilitating a Major Incident to resolution through Support engagement.• Bridging between the client and the support service delivery teams, coordinating all parties involved to assure service targets are met by removing any roadblocks to frictionless collaboration.• Planning and executing Workload Management strategies and practices to maximize throughput.• Involved in escalation prevention initiatives (Frame.ai) and identifying trends/patterns in escalations (Power BI).• Certified in ITIL Foundation v4.
