• Experience of 2 years in the below skills will be required
• Collect and document business requirements for project and process improvement/automation efforts
• Experience with processes relating to 24x7x365 Technical and Application Support teams (including Tier 1 and Tier 2 support processes, SLA s, and OLA s)
• Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
• Performs quality review of process deliverables and identifies where rework or remediation is necessary
• Ability to read and understand signed customer contracts, and develop repository for contract documents and defined service levels.
• Work directly with reporting team to compile strategic and support dashboards to understand ticket trends and proactively identify issues for FCR or Problem Management initiatives.
• Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels
• Strong ability to collaborate with individual contributors to define business process issues, analyze operational efficiencies, implement creative solutions, and measure delivery results.
• Support the QMS Team or other Management by providing project management control on key initiatives, usually pertaining to managing and delivering internal process improvement.
• Ensure adherence to the Managed Services Best Practices and the ISO 9001:2015 standard
• Keep team apprised via project plans, meetings and discussion minutes of tasks identified, tasks to be completed, and work not completed.
• Communicates effectively with all parties related to assigned process area
• May serve as Tier 1 MS Service Desk analyst during times of high volume and/or disaster recovery as needed by SD management, with direct external customer communication.

Skills/Certifications (Preferred)

• Excellent in Spoken and written English, preferably with experience in dealing with US/UK managers and/or customers
• Microsoft Office Suite, with advance Excel skills. Including solid working knowledge of SharePoint and Teams documentation and collaboration.
• Hands on experience with CRM tools like Service Now/Remedy et al.
• Knowledge of Power BI Reporting capabilities (multi-perspective view into a dataset, with visuals that represent different findings and insights from that dataset)
• Process workflow modeling software such as Visio
• Project Management Methodologies (PMP, CAPM – Certified Associate in Project Management, PgMP)
• ISO 9001 and standards for a QMS
• Knowledge of ITIL framework, especially Incident Management, Problem Management and Continual Service Improvement.