JOB PURPOSE
The selected candidate will be responsible to on-site coordination and tracking of GGIAL towards closing incidents by coordinating with stakeholders and also coordinate with local SMEs for problem tickets whenever any major incident ticket occurs
ORGANISATIONAL CHART
KEY ACCOUNTABILITIES
Central Service Desk (CSD)
- Reports to Incident Manager
- Participate & Program to migrate GGIAL service desk model to centralized model
- Contribute inputs, best practices, tools, and techniques to executive an effective CSD for service operations
- Plan and support for the initiative of FCR tobe handle by CSD team
- Monitors the effectiveness of Incident Management process and making recommendations for improvement Effectively manage diverse set of stakeholders, driving the closure of incident tickets within SLA, work closely together with on-site support team & client as well
- Alert / Escalate as necessary to avoid SLA breaches, to the central Incident Manager & Service Delivery Head and OPS Manager
- Collaborate locally with Customer & Service Delivery Head & OPS Manager to proactively identify roadblocks for quick resolution of incidents by maintaining the tracker and coordinate with WAISL SMEs to mitigate the roadblocks
- For major incident, need to take and updates to Incident Manager and actively participate in the bridge meetings
- After the incident resolution, coordinate the post incident review with respective SME(s) & OPS Manager, Problem Management has to be initiated to diagnose the underlying cause of the incident
- Ensure all the customer complaints/issues are identified and addressed.
- Effectively plan to execute IM process in a complex multi-location, multi-customer, multi-class of users environment
- Minimize Customer complaint
- Airlines
- Retailers
- Service & Hospitality
- Ground Handlers
- with L1 / L2 / L3 engineers
- Internal Stakeholders
- GGIAL Management
- IT Department SME’s
- Service Delivery Head & OPS Manager
- 3-5 years total years of work experience.
- 3-5 Years of experience in Team Lead or Similar role(Mandatory).
- Good communication skills
- Must have ITIL v4 certified with experience & Knowledge of atleast one ITSM platform and able to implement processes (Mandatory)
- Ability to multi-task and prioritize workload
- Working in an Airport experience is desirable but not mandatory.
Incident Management
Major Incident Call
Standardize CSD work process
Risk Management
Coordinate with respective SMEs to mitigate the risks identified and early resolution of Risks in operations
INTERACTIONS
External
Roles you need to interact with outside the organization to enable success in your day to day work
Internal
Roles you need to interact with inside the organization to enable success in your day to day work
DIMENSIONS
Financial Dimensions
Not Applicable
Other Dimensions
Not Applicable
