Responsible for Operations & Management of the WCS Service during project phase, this included:Incident Management:• Promptly respond to incoming incident tickets, categorize, & prioritize them based on urgency & impact.• Perform initial diagnosis to identify & isolate technical issues related to telephony.• Escalate complex incidents to higher-level support teams when necessary.• Communicate effectively with users to keep them informed about the incident status &… Show more Responsible for Operations & Management of the WCS Service during project phase, this included:Incident Management:• Promptly respond to incoming incident tickets, categorize, & prioritize them based on urgency & impact.• Perform initial diagnosis to identify & isolate technical issues related to telephony.• Escalate complex incidents to higher-level support teams when necessary.• Communicate effectively with users to keep them informed about the incident status & resolution progress.• Document all actions taken during incident lifecycle in the ticketing system.• Participate in continuous improvement initiatives to enhance the efficiency & effectiveness of the service ordering & provisioning process.Change Management with SSC LAN/WAN/DDI Teams:• Assist in the assessment & implementation of change requests related to telephony systems.• Ensure all changes are logged, reviewed, & authorized following the ITIL framework.• Coordinate with relevant teams to minimize disruptions during change implementation.• Participate in post-implementation reviews to evaluate the success & identify areas for improvement.Service Requests:• Service requests related to telephony services, such as setting up resetting phone logins, voicemail password resets, modifying existing configurations, or deactivating services.• Ensure all service requests are fulfilled within agreed service levels.• Maintain accurate records of all service requests & their outcomes.Responsibilities for ITIL Service Provisioning Role with a Focus on Service Ordering for Telephony:Service Ordering:• Manage the end-to-end process of service ordering for telephony, ensuring all orders are processed accurately & promptly.• Coordinate with customers to gather detailed requirements for new service orders.• Validate & confirm service orders before they are processed, ensuring all necessary information is accurate & complete.• Managed orders for entire lifecycle from initial submission to billing Show less