Job Description

Incident Management role is to assist the Technical Service team to oversee all cases that requires Service Partner intervention and to ensure Service Partner resources are always available.

Primary Workflow

• Oversee incidents requiring Service Partner intervention to ensure timely resolution and end-user satisfaction.
• Maintain positive relationships with service partners.
• Keep Service Partner Database updated.
• Identify improvement opportunities and implement corrective measures.
• Monitor financial activities, performance, and documentation.
• Manage and review business operations.
• Develop and implement best practices for service partners.
• Ensure SLAs are met and customer satisfaction is achieved.
• Support Client Account Managers and Business Delivery Managers.
• Provide excellent experience to service partners.
• Create, review, u...