- Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams

- Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need

- Able to answer call and understand user requirement to provide a valuable customer service over phone

- Ability to operate at all levels within the organization and cross functionally within multiple client organizations

- Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network

- Acknowledge, resolve and/or escalates issues in a timely fashion

- Strictly adhere to defined SLAs

- Understand business requirements for customer base and be able to translate them into technical requirements

- Ensure the highest levels of customer satisfaction

- Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions

- KPI / SLA tracking for OSI HelpDesk Team

📌 Activity Owner (Noida)
🏢 EXL Talent Acquisition Team
📍 Noida