Cmdb & Ham Process -Sr Analyst It

- Management of daily activities of a team size of 200+ analysts- Engages in Customer Escalations- Ensures achievement of all system, team and individual Customer Service goals and standards- Manages Key performance indicators- Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities- Responsible for administrative aspects including reporting- Superior communication (oral, written), presentation, and interpersonal skills- Demonstrated ability to develop and implement process enhancements including technology and performance- Ability to plan, prioritize, organize and communicate/sell effectively- Proficiency in Work-force management applications, Quality tools and technologies- Experienced in goal setting (defining and prioritizing specific, driving objectives)- Responsible for Process level compliance on various standards.- Backup for the SDL in absence