Job Description

Strategic Staffing Solution’s customer is a leading global manufacturer specializing in engineered material solutions, with decades of experience in composite materials, electrical insulation, and high-performance components for demanding industrial applications.

• Incident Oversight & Escalation Handling
  • Act as the primary escalation point for issues unresolved by Tier 1 support
  • Investigate complex or recurring incidents and ensure timely resolution
  • Bridge communication between Tier 1, Tier 2, and higher-level support teams
• Prioritization & Work Coordination
  • Monitor incoming tickets and ensure proper prioritization based on business impact
  • Balance workload across the team to meet SLAs
  • Identify urgent or high-impact issues and drive them to resolution
• ITIL Process Alignment
  • Ensure adherence to ITIL processes (Incident, Problem, Change Management)
  • Support problem management by identifying root causes and trends
  • Coordinate with change management for fixes requiring system changes
• SLA Monitoring & Reporting
  • Track SLA performance and ensure tickets are resolved within agreed timelines
  • Follow up on aging or stalled incidents
  • Provide input into reporting and continuous improvement efforts
• Technical Guidance & Support
  • Assist team members with troubleshooting complex technical issues
  • Provide hands-on support when needed (especially for escalated cases)
  • Share knowledge and best practices across the team
• Quality & Process Improvement
  • Identify recurring issues and suggest improvements to reduce ticket volume
  • Ensure proper ticket documentation and knowledge base updates
  • Help standardize support procedures and workflows
• Stakeholder Communication
  • Act as a point of contact for internal stakeholders on major incidents
  • Provide updates on critical issues and resolution progress
  • Ensure clear and professional communication across teams