workforce management supervisor
Crystal
Total years of experience :2 years, 9 Months
ITIL based work environment ITIL is being applied in SITA heavily and at it best, we have been part of the operations of the ITIL circle. Incident Managment Opening incident/request ticket and insuring the best work ow is being applied to get tickets resovled in timely manner during which the best user experience is ensured through the whole process. 1 st Level Support Performing mandatory essential troubleshooting for each incident and applying possible solutions accordingly insuring shortest resolution time. 2nd Level Support Performing deep issue analysis on OS/SW/HW level, nding possible failure root causes and applying changes/ xes accordingly. Resolver Groups working with di erent resolver groups ensuring that tickets are directed to the responsible parties at which should be handled. SLA Managment Ensuring SLA time window is always met for each incident and doing proper escalations for each incident SLA breach to the responsible entity.