Detailed Job Description:
- Manage and adjust shift and work allocation (Service Desk Contacts/ Tickets) by keeping a close eye on KPIs including Incident Metrics, Service Delivery Channels.
- Manage, maintain, and exceed SLAs and SLOs as per contractual thresholds.
- Implement corrective and preventative actions/improvement plans and risk mitigation when SLA targets are not achieved.
- Execute and monitor established controls to ensure adherence to regulatory requirements.
- Provide regular coaching and proactive feedback to Service Desk Analysts including but not limited to, regular meetings, jus...
