Job Description: Customer satisfraction with service improvementRoles and Responsibilities:-- Focusing on service improvement and customer satisfaction- Handling escalation of the customers with maintaining service Management processes.- Managing in transit of the products from source to customer end through logistics.

• Job Description: Service Management Processes (Incident Management, Change Management, Service Request). Reporting and analyzing business data for service Improvement. Handling Client call, Giving support to the internal Customers. Roles and Responsibilities:-- Managing high priority and major incidents along with technical support teams- Ensuring adherence of Incident Management best practices such as initiating bridge calls, chats, updating incident record, providing timely updates to stake holders - Preparing various operations reports, dashboards and PPT for incidents, which reflects aging-idle time-resolution time-priority wise categorization - Manage weekly and monthly Incident review meetings and provide data- Enables all Requests for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes.- Analyzing the issue and escalating it to the right support team and co ordinate with the team for resolving the issue in a given SLA- Identifying instances of process breaches and sharing feedback to offenders- Reviewing and updating the incident management process documents- Conducting training session for different teams to raise overall process awareness.- Conducting end to end functional testing of incident management module enhancement of ITSM tool Like SNOW, HPSM

• Job Description: Preparing Reports of Business data, Looking in to the Service Management Processes. Supporting team members for the best Outcome. Roles and Responsibilities:-- Data analyzing of business data with business intelligence tool and preparing reports in excel for measuring performance of the business- Handling Incident Management & Service Request process activities for assigned customers- Designing page in Share point. Structuring formats with relevant data.- Participating in technical requirements and design sessions and coordinating with various team members in collecting business data and studying different metrics- Interact with support team; look for the possibilities for solution. Engage technical team understanding and if there is a delay on solution expected, ensure stakeholder are communicated on the resolution- Ensure that assigned Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives agreed in Service Level Agreements- Coordinate with technical teams & contribute to the identification of recurring outages through trend analysis so that recurring incidents can be eliminated- Never afraid of employing out of box approaches for choosing an action or developing appropriate solutions