This role does not perform ticket resolution. It provides independent monitoring, validation, and quality control of ITSM operations to ensure SLA compliance and operational stastbility.
"1. Daily ITSM operations Oversight
- Monitor daily ITSM operations across : incident, service request, change and problem
- Ensure tickets are properly categorized abd prioritized, assigned to correct groups, Progressing within SLA timelines
- Identify and proactively flag operational risks, delays and bottle necks"
"2. SLA monitoring & Performance Control
- Track and validate SAL performance (P1-P4, response and resolutions)
- Identify SLA breaches and near-breacg risks
- Perfom root cause validation on breaches (not just accept vendor explaination)
- Validate the accuracy of TCS report metrics"
"3. Active Queue Management
- Perfom real-time queue monitoring across regions and assigment groups
- Identify aged tickets, Stuck or misrouted tickets, Reassigment loops
- Drive corrective actions with TCS and regional to maintaain operationla flow"
"4. Quality Assurance & Ticket Audit
- Conduct regular ticket quality audits such as proper documentatio, Correct resolution codes, compliance with ITSM processes
- Validate whether tickets meet DENSO standards, not just closure criteria
- Provide structures feed back to TCS and Regional lead for improvement."
"5. Vendor Coordination (TCS)
- Work directly with TCS operational teams on daily issue follow-ups, applies correct escalation paths, maintain data integrity in SNOW.
- Act as a contorl function, not as executor"
"6. Reporting & Operational Insights
- Prepare and maintain daily/Weekly operational reports, SLA and backlog trends
- Highlight : escalate issues, repeated fautures, improvement opportunities"
" 7. Continuous Service Improvement (CSI)
- Identify process gaps and inefficiencies from daily operations
- Propose Kaizen / improvement
- Support implementation and track improvement outcomes
- Collaborate with SIAM Governance lead and SEO function"

Masters