MastekAssociate Specialist - II
Dec. 2024As a Support Specialist, I lead and manage a dynamic team of 11–13 professionals spread across multiple geographies and time zones, ensuring seamless 24x7 support delivery for enterprise clients. Key Responsibilities:
Team Leadership & Coordination: Manage a cross-functional team distributed globally, fostering collaboration across time zones and ensuring alignment with project goals and delivery timelines. SLA Management: Monitor and enforce adherence to defined response and resolution SLAs, ensuring client satisfaction and contractual compliance. Incident & Escalation Management: Act as the L1 Point of Contact (POC) for all client escalations, driving quick resolution and maintaining transparency throughout the escalation lifecycle. ITIL-Based Service Operations: Oversee the full lifecycle of Incident Management, Service Requests, Change Management, and Problem Management in accordance with ITIL best practices. Ticket Monitoring & Prioritization: Maintain a real-time view of incoming support tickets, ensuring prioritization and timely resolution in line with business impact and urgency. Resource Planning & Budgeting: Collaborate with practice leads and the resourcing team to forecast resource demand, allocate capacity effectively, and manage project staffing within budgetary constraints. Client Invoicing & Financial Oversight: Drive timely and accurate invoicing cycles, while monitoring project budgets to optimize gross margin and reduce forecast-to-actual variances. Reporting & Stakeholder Communication: Prepare and share detailed weekly and monthly performance reports with clients, covering key metrics, SLA adherence, and service improvement plans. Project Profitability Management: Continuously track and improve project gross margins by aligning resource utilization forecasts with actuals, and proactively addressing variances. Proficient in ITSM platforms such as ServiceNow, JIRA, Topdesk, and Smartsheet