• Service Management (ITSM): Develop, Implement, and oversee ITSM processes i.e. Incident, Major Incident, Change, & Service request Managements, etc.• Management Information System (MIS): Ensure accuracy, timeliness, and relevance of reports and dashboards (daily, weekly, and monthly). Look for the opportunities to enhance and/or automate the regular reports.• Service Delivery Management (SDM): o Monitor and track performance against SLAs and KPIs and prepare corrective and preventive actions.o Conduct/participate all the important meetings with internal teams and/or key clients.• Leadership and Managerial Skills: o Handle operational escalations effectively and create positive work culture.o Manage day-to-day activities of one or more unit of operations in IT Support.• Service Level Agreement Management (SLAM): Prepare/amend SLA/KPI and contribute to refining SLA calculation methods.• Project Management (PM): Knowledge of Agile methodologies, resource allocation, and stakeholder communication, driving on-time, on-budget project success.

Responsible for meeting productivity matrices and quality standards as per defined quality norms.Effectively identify root causes of ongoing issues, existing processes, and procedures, and determine quick resolutions, improvements, and enhancements for the same in assigned tasks or projects.Efficiently implement the best resolutions and enhancements to improve existing processes and procedures within projects or organization.Create business requirements for enhancing the functionality of process workflows to improve customer experience and satisfaction.

Responsible for developing the process and tasks based on escalations and feedbacks to improve quality of customer service provided to the stakeholderso To handle high level severity issue and timeline reports for all major incidents handled by ISP Service Desko Manage major/significant incidents and act as an escalation point until resolution within SLA

• Handle customer inquiries and complaints regarding flight reservations, ticketing, and additional services i.e. additional baggage, meal on-board, etc.• Coordinate with flight crew and ground staff to ensure smooth customer relations.• Handle flight disruptions like delays and cancellations and provide alternatives to passengers accordingly.