Assistant Manager - Incident Management

Incident & Problem Management Manage and coordinate incident and problem management processes. Participate in formal incident management workflows with internal and external teams. Identify patterns in technical issues and develop strategies to enhance customer support. Customer Support & Communication Act as a single point of contact for technical support for internal and/or external clients. Provide support to end-users on a variety of platforms and applications. Handle customer communication and ensure high levels of customer service. Team Leadership Supervise and lead a team of support technicians to ensure effective support operations. Foster team development and maintain operational excellence. Service Management & Process Improvement Manage service requests, incident management, problem management, and related processes. Apply service management concepts such as ITIL, Change Management, Escalation Management, and Process Improvement.