Manager, End User Services

Wiley

Colombo

Job Title: Manager, End User Services

Location: Colombo, Sri Lanka

Our mission is to unlock human potential. We welcome you for who you are, and the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:

Manager End User Services is an expert to help drive the best value from the ITSM Ticket Data at our disposal. Working with and relying on the information from the Service QA specialist and ITSM Analyst, the Manger will work with multiple sources such as our ITSM leaders, Incident, Request, Problem, Knowledge, Configuration, Demand, Monitoring, and Event Management tools and groups to assist the Service Operations Manager to develop business ready dashboards and reporting to drive value-based decisions. Drive shift left & First Contact Resolution (FCR) analysis and execution with L2/L3 teams. Accountable for the... More Detail

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