Enterprise Business - Solutions Customer Management (Contract)

Job Description

This role is responsible for governing, monitoring, and enhancing the performance of L1 support services within the EB Solution Support Governance Framework. It ensures SLA compliance, service quality, and operational efficiency through effective performance management, vendor oversight, and stakeholder collaboration to deliver consistent and high‑quality customer support.

Responsibilities

• Operations Governance & Service Delivery
  • Monitor day‑to‑day support operations, ensuring timely resolution of issues and escalation of critical or prolonged cases.
  • Execute incident and crisis management processes, including risk‑based communication for service disruptions.
  • Ensure proper governance of access control and operational processes.
• Performance Management & SLA Compliance
  • Track and audit SLA performance, ticket ageing, and service metrics to ensure compliance....