We are looking for a proactive and detail-oriented Helpdesk C SLA Coordinator to manage the ticketing process, monitor SLA compliance across departments, and ensure timely resolution of customer and internal support requests. The candidate will act as a central coordination point between support teams, product teams, development teams, and stakeholders to ensure service commitments are met.
In addition, the role will be responsible for maintaining the Knowledge Management Portal and publishing product release notes, feature updates, and process documentation.
Key Responsibilities
Ticket Management C SLA Monitoring
- Monitor all tickets logged in the Helpdesk Portal.
- Track SLA compliance across all departments and support functions.
- Identify tickets approaching SLA breach and proactively follow up with ticket owners.
- Escalate overdue and high-priority tickets to respective managers and stakeholders.
- Prepare daily, weekly, and monthly SLA compliance reports.
- Ensure proper categorization, assignment, and closure of tickets. Stakeholder Coordination
- Coordinate with Product, Development, QA, Infra, and Support teams for ticket resolution.
- Follow up with ticket owners and ensure regular status updates are provided.
- Conduct periodic reviews of pending and overdue tickets.
- Support management in improving ticket turnaround times and customer satisfaction.
Knowledge Management
- Maintain and manage the Knowledge Management Portal.
- Publish release notes, product updates, patches, hotfixes, and process documents.
- Ensure all documentation is updated, reviewed, and accessible to stakeholders.
- Coordinate with Product and Development teams to gather release information. Release C Change Coordination
- Track scheduled releases and patch deployments.
- Ensure release communication is published to internal teams and customers.
- Maintain release history and deployment records.
- Support change management and release governance processes. Reportin