Senior Service Delivery Support

Roles & Responsibilities:

• · Reporting to EA Service Support Lead
• · Prevent avoidable Customer escalations or issues
• · Arrange and lead Customer Support Ticket Reviews
• · Managing meeting actions
• · Identify chargeable changes and ensure they follow the correct process
• · Oversee SLA and ticket update monitoring processes
• · Identify clusters, problems and standard changes in Customer Support tickets
• · Data cleansing in 
•   Maintain continuous improvement plans
•   Involved in UAT related to customer data.

Essential Skills:

• · You will have 3-5 years of experience in delivering Customer First outcomes
• · Ability to ask tough questions, curiosity and willingness to learn
• · Understanding of Oracle ERP
• · Strong analytical skills
•   Understanding of ticket lifecycle management, SLA...