Job Title: Service Excellence Specialist About the Role: The role of Service Excellence Specialist is a pivotal position in our organization. As an Incident & Problem Manager, you will play a critical part in ensuring our services are delivered beyond contractual obligations. * Your primary responsibility will be to own the incident and proactive problem management process, guaranteeing that all incidents and problems are properly handled, updated, and managed to conclusion. * You will serve as the point of contact for escalations related to incidents/problems and support compliance and quality activities. * A key aspect of this role is owning the Major Incidents process, ensuring they are managed to successful completion with an RCA documented and delivered to stakeholders. Key Responsibilities: