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About the Role
Responsibilities
- Manage the performance of services to customers.
- Ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded.
- Ultimate responsibility for ownership of all customers incidents or logged service requests.
- Track the incidents to conclusion in line with SLAs and quality standards.
- Manage critical customer's incidents, associated to customer communication, activities and any appropriate escalations.
- Provide information about incidents analysis and KPIs.
- Build services relationship with customers and conduct service reviews for key customers.
- Review performance reports, service improvements, service quality and processes.
- Provide management and performance reports
- Strong technical knowledge of Windows 7/10, XP and Active Directory, Mac OS. Knowledge in Unix/Linux.
- Experienc...
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