Job description 

What a typical day looks like:

• Day-to-day responsibilities involves:
• P1 Incident Management: Manage Services Outages for Flex.
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Responsible for communicating with the Incident Process Owner
• Point of contact for all Major Incidents
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule, and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Prepare and publish 8D reports.
• Build close relationships with Flex IT Service Owners and business/operations to ensure positive user experience in the consumption of all IT services
• Liaise with internal and external IT partner to ensure that gaps in the customer experience –irrespective of where they occur in the journey – are plugged
• Drive and promote customer self-service and automation of routine service requests
• Customer Satisfaction: Ensure a high level of customer satisfaction by addressing customer feedback, managing escalations, and implementing improvements based on customer needs.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
• Conduct service performance review with IT service owners to maintain service excellence culture
• Regular communication with internal stakeholder such service owners and senior IT leader to identify gaps and opportunities

The experience we’re looking to add to our team:

• Any Bachelor’s / Master's Degree with 5+yrs of experience in IT.
• Minimum 3 to 4 Yrs of experience in IT Infrastructure and support roles.
• Knowledge of IT Infrastructure and Applications
• Ability to give instructions to a non-technical audience 
• Excellent relationship, negotiation, stakeholder management and facilitation skills
• Leadership skills, ability to motivate people
• Self-motivated, organized, and able to meet deadlines
• Customer-service oriented with a problem-solving attitude 
• Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
• Experience with ServiceNow
• Energetic, innovative, and forward thinking
• Excellent verbal and written communication
• Rotational Shifts: 7am-4pm & 11am-8pm