SolvePlan

Manager

• Receive, classify, and prioritize customer tickets (incidents, requests, and improvements) based on criticality and the contracted SLA.
• Assign tickets to internal consultants and specialists and track progress through resolution.
• Lead the escalation process when there is a risk of SLA breach or a critical customer impact, engaging the appropriate leaders.
• Keep customers informed about ticket status through clear, proactive, and empathetic communication.
• Validate the solution with the customer and formally close tickets, ensuring that all information is properly documented.
• Prepare, analyze, and present weekly and monthly reports and dashboards with metrics such as ticket volume, SLA compliance, backlog, average resolution time, and recurrence.
• Identify recurring ticket patterns and root causes, and propose process improvements in collaboration with the technical team.
• Support the organization and ongoing update of the knowledge base and service workflows.

Explore Ticket Manager at SolvePlan. Review requirements and application details.