1. Ticket Lifecycle & TAT Ownership
- Own end-to-end governance of Incidents, Requests, Problems, and Changes in ServiceNow.
- Continuously monitor and improve TAT, MTTR, SLA/OLA compliance, backlog aging, and reopen rates.
- Proactively identify aging, stuck, or high-risk tickets and drive resolution through structured escalation.
- Analyze ticket lifecycle timestamps (create → assign → work → resolve → close) to identify delays.
- Drive process improvements to reduce wait states caused by handoffs, approvals, vendor dependencies, or missing diagnostics.
Pay: ₹24,000.00 - ₹27,000.00 per month
Education:
Experience:
- ticket co-ordinator: 2 years (Required)
Work Location: In person
