- Application Monitoring
- Sanity Check
- Communication Skills
- Escalation Process
- Working Effectively on Timely Alerts
- Task Management
Key Responsibilities (Job Description):
- Application Monitoring:
- It involves monitoring the performance and availability of web and mobile applications and report if any issues observed directly route to relevant stakeholders (Internal and External).
- Sanity Check:
- This involves supporting applications for all domains like Banking, Insurance, Mutual Funds, Ecommerce, Depositories, Trading and Securities.
- Effective Communication:
- Proactive and prompt communication with clients to resolve their queries quickly and accurately.
- Escalation Process:
- Highlight the challenges faced in monitoring their respective applications to the immediate next level and working towards its closure.
- Working Effectively timely alert:
- All the failures captured by automation should be analysed and raised to respective stake holders in timely manner.
- Task Management:
- Job demands efficient task management with positive Analytical,
Logical Reasoning Skills with Smart and quick thinking.
Key Performance Measures and KPIs:
- Defects Handling
- Average Handling Time
- Timely Escalation to the client
- No Client Complaints and Internal defects
- Accuracy and Completeness
- Effective Communication with internal and external stake holders
KPIs
- Performance
- Quick Thinking along with managing multiple tasks
- Highlight and raise alert in the stipulated time
- No internal & external compliant defect
- Monitoring and meeting SLA
- Correctness of Transaction
- Adherence of the process defined.
- Organizational Process Adherence
- Timely Applying leaves
- Maintaining office decorum
- Following code of conduct policy
- Skills Enablement
- Refresher Sessions
- Learning & Development certifications
- Attending Enhancement Session by learning & development team
- Attending Learning & development sessions organized by the team