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