Strong working experience in IT support projects (L1 & L2), with a minimum of 3 years in a service manager or lead role.
Strong verbal and written communication skills; able to interact effectively with clients and technical teams.
Proficiency in incident management, problem management, and service monitoring.
Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, etc.).
Expertise in ITIL processes and frameworks.
Strong analytical, reporting, and documentation skills.
Experience with working on Jira and Confluence
Ability to work in a fast-paced environment with a focus on service quality and improvement.
Strong background in project management, consulting, cross -group collaboration skills and technical development background.
RESPONSIBILITIES:
Ensuring client satisfaction above all else
Showcasing a consulting mindset by acting as a solution provider rather than an order taker
Identifying project/service stakeholders at an early stage and working with them to ensure that the deliverables are in sync with the benefits defined in the business case.
Planning, organizing, and monitoring the project to deliver high quality business solutions.
Defining the scope of the project/service, managing goals, risks, issues, and resources throughout the project lifecycle.
Mentoring and managing team members, by giving constant on the job feedback, and by providing guidance
Ensuring project quality of work meets defined governance, process standards and best practices.
Reporting the status of all key metrics (eg: risk, scope, schedule, quality, customer satisfaction) from inception through closure
Assisting the account management team in responding to new project requests
Identifying opportunities in the current engagement to cross sell or up sell Nagarros offerings.
