Job SummaryJob Responsibilities : Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge ManagementKey ResponsibilitiesJob Responsibilities : Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge ManagementSkill RequirementsSkill Requirement : IT Service Management (ITSM) tools: ServiceNow Jira Service Management BMC Remedy Freshservice Incident, Problem, and Change Management Windows, Office 365,



Active Directory Networking fundamentals Leadership Skills Team management and coaching Conflict resolution Decision-making Performance management Resource planning Communication Skills Excellent verbal and written communication Stakeholder management Presentation skills Customer service orientation Analytical Skills Problem-solving Root Cause Analysis (RCA) Trend analysis Data-driven decision-making Process & Framework Knowledge ITIL Foundation (preferred or required) Service Management best practices Continual Service Improvement (CSI) Governance and compliance awareness Endpoint and device management Reporting and dashboard creationOther RequirementsOther Requirement : SLA Compliance (%) First Contact Resolution Rate Customer Satisfaction Score (CSAT) Ticket Resolution Time Incident Backlog Reduction Team Productivity Knowledge Base Utilization Employee Engagement and Retention

📌 Sme - Servicenow, It Service Management (Madurai)
🏢 HCL
📍 Madurai