Job Description

Responsibilities · Manage the success of technical team in delivering quality end-user technology support and adhering to service level agreement goals· Work as a technical point of escalation for the clients of Gravitas and provide resolution within established SLA targets.· Work promptly to have resolve all incoming infrastructure issues by phone, email or chat· Document issue status and provide updates to management and end-users in near real-time· Co-ordinate with onshore support/cross functional teams to deliver IT services for customers· Follow up on outstanding issues, setting up Resolution state and ensure timely solution along with Customer satisfaction.· Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's· Work with management to develop process and procedures that are aligned to industry best practices· Create executive dashboards for reporting on KPI's based on established SLA targets· Represent...