Description
Location: IndonesiaExperience: 10 + years of Experience.
Requirement:
· 10+ years of experience in customer facing roles.
· Working knowledge of EUC operations including Remote support and Deskside support.
· Know how on ITIL Framework
· ITIL Certification would be recommended
· Experience in Stakeholder management
· Experience in Partner management
· Proven Customer Service skills
· Excellent written and oral communication
Responsibilities:
· The role is expected to carry out following function/activities as part of this job.
· Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
· Point of Contact for IT Teams and Vendors at across geographies.
· Point of Contact for future Infrastructure Enhancement and requirement gathering.
· Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
· Manage IT Service Delivery at onshore Locations
· Coordinate with Offshore IT Team for coherence with Business requirements.
· Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
· Work with PMO on short/long term IT Project implementations
· Work with Delivery SPOCs and client Business users on IT requirements
· Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
· Vendor Contract and License Management
· Implement Service improvement and Transformation initiatives
Salary: As per Market Rate
Contract length: 6 months