Accountabilities:1. Own and manage Incident and Service Request modules, maintaining and complying with ITIL process2. Implement IT Service Management best practices3. Hosting Operational calls with vendors and customers ensuring good collaboration and relationship4. Deliver trainings and workshops to ensure partners have a clear understanding of the Incident process, business impact, responsibilities and objectives5. Produce and analyze statistics to identify historical trends and knowledge gaps and provide relevant support6. Report management: generate and analyze data related to IT services and processes7. Continually evaluate existing Incident processes and proactively implement improvements (automations) to those process plans8. Ensure SLA and KPIs compliance9. Escalation IT handling10. ServiceNow ticket tool handling: - Creation and update of knowledge articles - Incident, Service Request, Change request handling - Dashboards and Report creation - Performance data analysis

Accountabilities:1. Manage daily reports and dashboards2. Ensures that processes in place are aligned with the contractual requirements3. Ensure full team engagement in the new developments4. Provide coaching and trainings to level 1 agents to improve service quality5. Escalate issues to deliver required service level and meet or exceed customer expectations6. Identify areas of improvement to the service to ensure customer satisfaction7. Provide trainings to new hires8. Perform QA evaluations9. Act as first point of escalation in dispute or uncertainty over appropriate resolver group for an incident10. Analyze and respond to escalations11. ServiceNow ticketing tool handling: Incident, Service Request, Change request12. Dashboards and reports creation in ServiceNow

Accountabilities:1. Ensure a continuously high level of customer satisfaction2. ServiceNow ticketing tool handling 3. Receive calls at the Service Desk and provide a single point of contact for end users4. Apply technical knowledge5. Establish quick working relationships/empathy with customers6. Management of programs such as: MIM portal, Office365 applications, Active Directory, Windows Virtual Desktop, Cherwell, ServiceNow.7. Level 1/ level 2 technical support8. ITIL compliance