Mentor and provide guidance to new team members, sharing technical knowledge and best practices to improve team effectiveness.
Collaborate with cross-functional teams, vendors, and stakeholders to drive issue resolution and service improvements.
Monitor team performance against SLAs and support continuous improvement initiatives to enhance operational efficiency.
Exercise decision-making and problem-solving skills during high-priority incidents and service disruptions.
Contribute to workforce planning, shift coordination, and knowledge management activities within the service desk environment.
Build and maintain strong customer relationships through effective communication, stakeholder management, and service excellence.
Identify process improvement opportunities and support implementation of operational best practices.
Demonstrate ownership, accountability, and leadership in managing service delivery for global banking clients.
Lead team performance management activities, including coaching, objective setting, performance evaluations, recruitment support, and employee development.
Qualifications:
Bachelor’s degree or higher in Computer Science, Computer Engineering, Information Technology, or a related field.
Major Incident Management, ITIL processes, performance management, KPI ownership, and stakeholder management.
Experience in working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
Experience with Incident Management, Customer Communication overall coordination of resolution when another groups / tech stack is involved.
Experience in providing user support for client applications and customer business applications.
Microsoft MS Office 365 (e.g. Outlook, Exchange, Office etc).
Atlassian Confluence, Jira
Great understanding of and good skills with ServiceNow and related modules (reporting, event management, dashboard, Changes/Incidents/Problem management).
AS400, MUREX, SmartCo, Control-M and banking applications. Critical application support.
