Service delivery, service manager, it service management analyst

• Managing tickets and following up from opening until closure, providing ticket analysis, problem understanding, troubleshooting, communicating with customers;
• Cooperating with other teams for ticket resolution, and reporting;
• Performing duties within support tickets – Defects, Service Requests, Change Requests and Enhancements through resolution;
• Handling external and internal escalations following BMC Remedy ITSM 24x7;
• Preventing maintenance, Field Change order Service requests, new installation tickets; 
• Providing Service Delivery Management and providing daily verifications and corrections of technical and non-technical service requests;
• Managing cases from front office and back office;
• Providing Quality Control (QC) and Quality Assurance (QA) and management of the tickets inside the team;
• Providing assistance to both internal and external corporate clients in French, Italian, Spanish and English;
• Preventing workload conflicts and clarifying tasks when needed;
• Establishing objectives for the annual performance appraisal (PA);
• Supervising daily cases where OLAs and SLAs are not being met or are in the point of breaching established Service levels;
• Supervising operational efficiency (KPIs) and maximizing CSAT (Customer Satisfaction) for assigned tickets and Service requests;
• Follow up of the weekly incident management operations;
• Documenting each operation carried out;
• Implementing daily and weekly reports to assess the quality of the work;
• Validating data extracted from the client for later analysis;
• Managing calls queues (SLAs and OLAs);
• Resolving ticket complaints and metrics;
• Guiding procedures follow-up when an alert is detected.

Projects accomplished:
Implementation of the new versions of MOS, my oracle support portal: Thrice a year, a new version of the internal portal was released; had to test it and see that all functionalities were properly installed and visible to end users.

Preventative maintenance program: Oracle was upgrading without costs some parts of the servers and systems to the 3+years old systems; Had to verify the parts that were going to be installed and open the technical tickets in order to make the change happen.

SPOC for EMEA: Until 2018, Oracle Spain was the centralized support center for all the Emea regions; In case of need and other issues I was giving support for eventual issues, stuck tickets on the Bmc remedy tool and disagreements between teams and countries.