To ensure on-time resolution of escalations/complex incidents,as per quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
3. To participate in Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Skill Requirements

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