What success looks like in this role:
Role Purpose:
- Reduce long running backlog tickets for Incidents & Service requests
- Follow up to reduce long running tickets for Incidents & Service requests aging
- Trend analysis to provide visibility to Ticket SLA and MTTR status by resolver/ geography / Business Unit and other relevant segmentation factors.
Key Responsibilities/Outcomes:
- Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels.
- Reduce backlog of long running tickets
- Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
- Identify and collaborate with teams/resolver groups which carry ticket backlogs
- Provide an escalation mechanism for structural misses of SLAs.
- Daily governance on open ticket management
You will be successful in this role if you have:
Key Qualifications:
- Experience & knowledge of ITIL Framework
- Min 2-4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management
- Complete understanding and application of IT Infrastructure support and industry best practices.
Core Competencies:
- Excellent Analytical skills
- Effective Customer Communication
- Experience in SLA based environment.
- Exposure to ITIL based work environment.
- Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial
- Advance MS Excel skills
- Understanding of service desk environment and its day-to-day operations
- Ability to document SOPs/Technical documents
- An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions
- Good interpersonal and Presentation Skills
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
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What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
