Cloud Service Manager - Itil Processes Job in Opentext

The Opportunity: Service manager (Role) would the primary point of contact for the customer(s) for deals which are sold through reseller channel where SM should be able to help escalate internally with product support & engineering, drive the resolution of issues reported in timely and professionally manner by following mutually agreed process and should be able be answer customer questions related to product offering, feature and new release and seek opportunities for cross selling the product or services. Also can ensure that Customer voice is heard and understood and help improve on customer satisfaction. You are great at: Should be able to define process diagrams, detailed procedures, other service offering related Artifacts and measurement matrices for analysis and should be able to plan a course correction. Review Contract documents, build book and flag nonstandard items Create & maintain a repository of customer specific KPI s , Requirements , Customer contacts, environment details etc. Ensure Ticketing tool setup with correct details for each customer Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates. Discuss and Validate Post Go-Live Migration requirements and open issues with customer. What it takes: Prepare & present service engagement model to customer(s) Collaborate on go-lives Monitoring of Mailbox and responding to the customer as and when required. Upgrade Activity, follow-up, and tracking Manage service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions. Should be able to provide status report to various customer on agreed frequency Record and analyze deviation in availability report and provide justifications Assessment, recording software configuration for each customer Ensuring Overages are invoices Willingness to work in shift (preferably NA shift hours)