End User Services and Operation Excellence Manager
Aro Drilling
Posted 12 hrs ago
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Experience
10 - 13 Years
Job Location
Education
Bachelor of Science(Computers)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Day-to-day Management of First line technical service desk to respond to internal/external customer incidents and queries via service desk system, emails, or phone.
Ticket management of Incidents, Problems Change, and New Requests.
Maintenance schedules through the maintenance calendar and tasks.
Oversee the incidents, problems, change and requests. Manage and coordinates urgent and complicated support issues, becoming the incident manager in major incidents, acting as escalation point for all incidents and requests.
Provide data, trends, and reporting KPI s to Management and others in ad-hoc, weekly, monthly, or as needed. Will drive Ticket and develop strategies for improvement.
Ensuring customer service is timely and accurate daily.
Set specific customer service standards.
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices through the entire technical support process.
Follow up with customers to identify areas of improvement.
Interact with internal and external customers.
Ensure that customers receive timely updates on incidents.
Engage with third parties to provide Root Cause Analysis (RCA) for third party services.
Attend and participate in daily Change Advisory Board meetings.
Desired Candidate Profile
Bachelor s Degree in computer science with minimum 10 years working experience in the same field.
Previous experience working with offshore rigs and/or working on shore based .
Experience / understanding of ITIL methodology.
Have experience in managing Team and building Team.
Skills:
Drive to deliver outstanding customer service.
Willingness to learn and develop new skills.
Strong written and oral communication skills.
Good interpersonal skills.
Ownership and follow up skills
Company Industry
- Engineering Design & Consulting
Department / Functional Area
- Administration
Keywords
- End User Services And Operation Excellence Manager
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