Job Summary
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback. MIS Reporting Analyst - Able to understand customer business - Knows about computation of SLA/KPI - Support Ops Hi5 and internal audit process - Help in Forecasting and financials - Deliver presentations for Leadership
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Driving ops support and support Delivery leadership
Skill Requirements
Valuable excel and presentation skills