You ensure high-quality service delivery for Corporate and VIP segments by l eading service reviews, managing complex escalations, and driving product improvements based on structural ticket analysis. * Operational oversight: Monitor daily Service Desk activities and ticket handling (via Intercom) to ensure compliance with SLAs and high-quality resolution of incidents and requests. * Critical incident management: Follow up on high-priority cases, including P1 incidents, Privacy Breaches, and Security Breaches, ensuring they are handled with immediate attention. * You hav e 5+ years of relevant experience in service management or IT support roles, demonstrating proficiency in leading teams and managing high-stakes client relationships.
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