Experience

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  Arab jordan invistment bank

  Jun 2007 - Sept 2008

  Technical support engineer
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  Sita

  Sept 2008 - Jun 2022

  - Trusted supplier representative at customer's IT Management Level by providing proactive operational innovative advice.- Serve as the voice of the customer within SITA, promptly recognizing and capturing prevalent issues and pursue upstream solutions.- Act as the operational point of contact for Customers, Users, Service Providers and line Management.- Lead Operation Review Board, Service Performance Review, or any other service-related customer meeting in line with contractual obligations and SGS standards.- Own End-to-End Operational Escalation management and act as the voice of customer within SITA at Management Level- Deliver all contractual obligations and reviews Service Level Agreements (SLA's) so that contracted/agreed service levels are met for assigned customer.- Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.- Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance.- Commercial responsibilities for assigned customers will include Cost control & Cost input along with review monthly CSM revenue and ensure that all CSM related services are correctly billed. Show less PurposeTo manage day-to-day operations of the service desk during a shift, as per the defined operating procedures to ensure that all incidents, service requests, and changes are handled as per the SITA defined best practices for IT Service Management.Key ResponsibilitiesOrganize coverage and activity of the service desk staff to ensure that incidents and changes are handled as per the defined SITA ITSM standard processesMonitor quality of the calls answered and adjust the shift organization as required, including skill set changes in the contact center telephony solutionMonitor incident, service request resolution and change request completion as per SLA and chasing up with the various resolver groups as appropriateNotify and escalate to the service desk management and to SITA Senior Management as per the defined process for major customer or service outages (P1/Major Incident notification process in particular);Supervise service desk agents' performance and definition of/follow up on improvement action plans, as appropriateCoach and assist service desk agents as neededParticipate in agent training in support to the transition of new services or customersHandle customer complaints and escalationsOrganize/ participate in account performance reviews with service managers or business managers;Ensure that customer and product/service documentation is up to date in the knowledge tool and take appropriate actions to have them up dated as requiredAct as Subject Matter Expert and organize the transition of new services and customers in the Service Desk for the group he/she is responsible forReplace the Service Desk Manager in his/her absence. Show less Key Responsibilities. Use of the SITA Incident Management tool (including the associated Knowledge Tool) for incident handling from opening to closure and follow the Incident Management processes as defined for optimum efficiency. In particular ensure that all the required information is properly and accurately captured and documented in the tool• Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group, including 3rd party vendors• Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA•• Escalate when incident resolution is not progressing as expected and there is a risk to breach SLAs. Provide regular updates to customers about the progress of the resolution of their incidents and request concurrence for incident closure•. Assist service desk agents when needed and in case they are assigned to support complex products, as well as complicated customer solutions•. Work as a Subject Matter Expert (SME) on specific products and solutions to organize the transition of their support into the service desk environment. Show less

  • Senior Customer Success Specialist

    Apr 2020 - Jun 2022

  • Service Desk Team leader

    Apr 2013 - Apr 2020

  • Snr Agent Service Desk

    Sept 2008 - Apr 2013
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  Microsoft

  Jun 2022 - now

  Customer success account manager