Job Title

Description:• Respond and follow up on reported issues or inquiries received via email or support tickets with professionalism, and manage email correspondence between end user clients, management, technical support service providers and business owners.• Manage incident escalations; coordinate efforts across multiple teams in resolving issues.• Perform incident trend review. Identify and work with service providers to implement service improvements.• Identify opportunities for efficiencies and streamline improvements to Service Desk processes.• Perform technical process design and documentation.• Assess service provider performance, assisting with service delivery challenges.• Participate in daily and/or weekly EUC service management calls.• Maintain monthly service level performance targets; collaborate with management to implement corrective actions as needed.• Analyze existing operations and continuously strive to improve the end user computing operating environment to drive better client value.• Contribute as a member of the End User Computing team with a mandate to manage day-to-day operations to ensure stability, reliability and availability of applications, infrastructure and services.• Good working knowledge of workforce management practices, survey process and quality.• Strong working knowledge of vendor management policies, standards and frameworks.• Experience with supporting retail enterprise environments with a focus on high client satisfaction.Mandatory Skills :• Vendor Relations: Maintaining a healthy relationship with vendors that can promote an environment of collaboration and mutual respect that makes working together more enjoyable.• Strategic Planning: Ability to analyze assigned tasks, set priorities, negotiate and establish agreement around intended outcomes/results.• Agile: Flexible and adaptable in a dynamic environment with multiple concurrent priorities.• Collaboration: Work collaboratively with the business and colleagues throughout the delivery cycle.Interested candidates, please share your resume at srinivasarao.arepalli@