Troubleshoot and resolve issues for Business Users. This includes

* Able to provide support to voice calls, emails and voicemails across
different shifts during US business hours.
* Users unable to login/connect to domain.
* Access & PW reset on AD and other app.
* Understand what the more difficult and time-consuming problems are and
escalate them to L2/L3 teams as quickly as possible.
* Identify Areas of improvement by analyzing ticket trend.

Reports

* Maintaining Production Issues Tracking spreadsheet
* Generate reports as defined on regular basis
* Generate adhoc reports as requested

Others

* Anticipate future needs based on current usage and make recommendations for
the same
* Review daily reports and recommend changes based on trends
* Interface with the Application Development team / Database Team to help
address, define and resolve problems as they occur
* Acknowledge and communicate reported issues
* Escalate issues based on urgency and business impact

📌 Activity Owner (Noida)
🏢 EXL
📍 Noida