- Candidate has to co-ordinate with Clients (Internal & External) to validate their details and update the Escalation Portal accordingly.
- Mode of co-ordination with Clients - Emails and Phone calls.
- Sending daily morning report to senior management, showcasing the tasks in hand.
- Working on CRs given by client
- Checking daily target of ORSes and action them efficiently.
- Updating soft copies as per the implementation.
- Follow up with clients or with internal teams (if required)
- Responding to client queries on mail/Call.
- Follow up with clients of different CRs
- Changes in Manual escalation portal, used by internal team.
- checking production issues and ensuring quick resolution
- Co-ordinating with product team for any recent requirements.
- Sharing RCA with client/Internal team regarding any complaint scenario
- Auditing JIRA/CRs actioned by other teammates.
- Raising Gitlabs for some new requirements to product team.
- Ensuring that applications are set to Production in Live environment without any delay.
- Should Guide and Coach new team members.
- Ensuring that SRs are checked and actioned on time for ICICI Bank.
- Closing SR after implementation also giving confirmation to clients on mail or on call.
- Sharing Call logs reports on weekly basis for various clients. e.g. Axis CIB, Indusind, ADCB
- Should ensure team is Sending daily EOD report to senior management, describing the scope of work completed by the team.