Strategic Staffing Solution’s customer is a leading global manufacturer specializing in engineered material solutions, with decades of experience in composite materials, electrical insulation, and high-performance components for demanding industrial applications.
- Incident Oversight & Escalation Handling
- Act as the primary escalation point for issues unresolved by Tier 1 support
- Investigate complex or recurring incidents and ensure timely resolution
- Bridge communication between Tier 1, Tier 2, and higher-level support teams
- Prioritization & Work Coordination
- Monitor incoming tickets and ensure proper prioritization based on business impact
- Balance workload across the team to meet SLAs
- Identify urgent or high-impact issues and drive them to resolution
- ITIL Process Alignment
- Ensure adherence to ITIL processes (Incident, Problem, Change Management)
- Support problem management by identifying root causes and trends
- Coordinate with change management for fixes requiring system changes
- SLA Monitoring & Reporting
- Track SLA performance and ensure tickets are resolved within agreed timelines
- Follow up on aging or stalled incidents
- Provide input into reporting and continuous improvement efforts
- Technical Guidance & Support
- Assist team members with troubleshooting complex technical issues
- Provide hands-on support when needed (especially for escalated cases)
- Share knowledge and best practices across the team
- Quality & Process Improvement
- Identify recurring issues and suggest improvements to reduce ticket volume
- Ensure proper ticket documentation and knowledge base updates
- Help standardize support procedures and workflows
- Stakeholder Communication
- Act as a point of contact for internal stakeholders on major incidents
- Provide updates on critical issues and resolution progress
- Ensure clear and professional communication across teams