Experience: 5 years

Job Description:

• Lead and manage the daily operational service support and assist the respective Service Towers on the outsourcing clients and customers businesses
• Lead to analyze, diagnose and resolve account service issues
• Responsible for account services and prioritization of work requests for customers, as well as to integrate new, enhanced and existing service offerings for the account
• Ensure effective implementation and follow-up of Incident Management processes of customers
• Monitor and ensure the service delivery and Service Level Agreements meet the obligations
• Identify, implement and drive service improvements to enhance customer satisfaction
• Involve in Change Management and resource forecasts to ensure effective delivery of end-to-end services; interpret and plan on-going projects and workload forecasts
• Provide relevant reporting and trend analysis statistics to pro-actively support and improve the customers businesses
• Any other ad-hoc duties as required or assigned