Job Title: Service Management Specialist
Experience:
5-8 Years
Notice
Period: Immediate to 15 days
Location: Bangalore
JD:
Responsibilities:
· Act as a primary point of contact
for key customers, building and maintaining strong relationships through
regular communication and engagement.
· Understand and analyze customer
requirements, expectations, and feedback to align services and solutions
accordingly.
· Utilize ITIL framework principles to
design, implement, and improve service management processes, including Incident
Management, Problem Management, Change Management, and Service Level
Management.
· Collaborate with internal teams,
including technical support, operations, and sales, to ensure seamless service
delivery and resolution of customer issues.
· Provide product expertise and
technical guidance to customers regarding Fixed Line (Layer 2, Layer 3)
technologies and solutions.
· Lead service improvement
initiatives, identify opportunities for process optimization, and drive
efficiency gains in service delivery.
· Develop and maintain service reports,
dashboards, and metrics to track service performance, SLA adherence, and
customer satisfaction.
· Conduct regular service reviews and
meetings with customers to review performance, discuss service improvements,
and address any concerns or escalations.
· Stay updated with industry trends,
best practices, and emerging technologies in service management and customer
relationship management.
Qualifications:
· Bachelor’s degree in Information
Technology, Business Administration, or related field.
· 5-8 years of experience in service
management, customer relationship management, or related roles.
· In-depth understanding of the ITIL
framework and its application in service management practices.
· Strong knowledge of Fixed Line
technologies, including Layer 2 and Layer 3 protocols, networking concepts, and
telecommunications infrastructure.
· Excellent communication skills, both
written and verbal, with the ability to effectively communicate technical
information to non-technical stakeholders.
· Proven experience in managing
customer relationships, handling escalations, and driving customer
satisfaction.
· Ability to work collaboratively in a
team environment and lead cross-functional initiatives.
· ITIL certification (e.g., ITIL
Foundation, ITIL Practitioner) is highly desirable.
· Experience with service management
tools (e.g., ServiceNow, Remedy) is a plus.
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