IBM AIX_L1

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction

Do

Ensure timely response of all the tickets raised by the client end user

Service requests solutioning by maintaining quality parameters

Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

Provide an acceptance and immediate resolution to the high priority tickets/ service

Installing and configuring software/ hardware requirements based on service requests

100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

Provide application/ user access as per client requirements and requests to ensure timely solutioning

Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

Coordinate with on-site team for complex problem resolution and ensure timely client servicing

Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver

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