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