Key Responsibilities ():
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 recent requirements to product team.
Ensuring that applications are set to Production in Live environment without any delay.
Should Guide and Coach current 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.