Excellent communication skills, handling US & UK Clients 
Strong knowledge of ITIL framework ITIL v4 certification is preferred.
Proficiency with ticketing and incident management tools 
Exceptional troubleshooting and problem solving skills, with a proactive approach to identifying and resolving issues.
Proven track record in team leadership, mentoring, and developing high performance teams. Ability to manage multiple priorities in a fast paced environment, with strong time management and organizational skills. Communication and Collaboration
Excellent verbal and written communication skills, with the ability to communicate technical issues to both technical and non technical stakeholders.
Experience collaborating across departments to resolve complex issues and improve service quality. Additional Preferred Skills Experience in automation and AI based solutions for service desk operations. Familiarity with KPIs like AHT,FCR, Abandon Rate, and Escalation Rate.