Can you describe your experience with ITSM functions and how it relates to this role?

 

• In my previous roles, particularly as a Technical Support Analyst at Moodys and a Senior Executive – IT at Manpowergroup, I gained extensive experience in ITSM functions.
• I managed incidents, requests, and problems using the Service Now (SNOW) ticketing tool, ensuring timely resolution and adherence to SLAs.
• This involved tracking tickets, escalating issues when necessary, and communicating with stakeholders to drive corrective actions.
• My hands-on experience with ITIL best practices has equipped me to lead teams effectively and implement process improvements.
• For example, I regularly monitored SLA performance and analyzed breaches, which helped in identifying areas for improvement.
• In my role at SAP Labs, I also had the opportunity to mentor junior team members, overseeing their training and performance management.
• Overall, my background in ITSM aligns well with the responsibilities of the Operations Manager position, where I can leverage my skills to enhance service delivery and operational efficiency.