Role Objective :
Ensure effective ticket lifecycle management zero backlog strict SLA adherence and change governance through structured queue management hygiene checks and operational coordination.
Key Responsibilities :
1 Backlog Ticket Queue Management
Monitor and manage ticket queues Incidents SRs SCTASKs to ensure zero backlog and controlled ageing
Track SLA breaches and enforce timely closures with accountability
Identify backlog drivers On Hold dependency incorrect assignment and drive resolution
Publish backlog reports with clear action plans and ownership
2 Ticket Hygiene SLA Compliance
Ensure adherence to ticket hygiene standards correct categorization assignment priority timestamps
Drive SLA compliance across response and resolution timelines
Conduct periodic hygiene audits and enforce corrective actions
3 Timely Ticket Updates Ownership Control
Ensure tickets have clear meaningful updates with next steps and ETAs
Enforce ownership accountability for each ticket
Minimize reassignment through correct initial routing
4 Change Ticket Reviews Governance
Review change requests for
Documentation completeness
Risk assessment business justification
CAB approval compliance
Identify and escalate noncompliant changes
5 CTASK PIR Closure Management
Ensure timely closure of CTASKs post implementation
Track and enforce PIR completion with quality insights
Prevent overdue closures via proactive tracking
6 RCA Management
Ensure RCA completion within SLA timelines
Validate RCA quality root cause corrective preventive actions
Drive reduction of repeat incidents through trend analysis
7 Operational Coordination Call Governance
Coordinate and anchor scheduled technical calls
Ensure zero missed calls and proper participation
Track action items and ensure closure with ownership
8 Shift Handover Leadership
Lead structured shift handover process ensuring
Complete visibility of activecritical tickets
Clear ownership transfer and priorities
Maintain standardized handover documentation
9 Reporting Ticket Audits
Create and maintain ServiceNow dashboards and reports for ticket tracking and analysis
Prepare reports on
Backlog ageing
SLA compliance
Ticket trends
Perform ticket audits to ensure hygiene process compliance and data accuracy
Identify improvement opportunities and drive better audit outcomes
Use Excel for KPI tracking analysis and management reporting
Key Skills Competencies
Strong understanding of ITSM processes Incident Change Problem Management
Expertise in ServiceNow and ticketingreporting tools
Strong Excel and data analysis capabilities reporting trend analysis
Focus on process governance compliance and audit readiness
Strong stakeholder communication and coordination skills
Ability to drive accountability and operational discipline
Work Profile
Work from Office Mumbai Pune
Shift 24x7
Key KPIs Success Metrics
Backlog volume target minimalzero ageing backlog
SLA compliance Response Resolution
Ticket hygiene audit score
CTASK PIR adherence
RCA completion timelines
Reduction in ticket ageing and reassignments
Skills
Mandatory Skills : Servicedesk