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Technology - Senior Analyst-Application Development-Technical Support Engineering

exl Service.com (India) Private Limited
Noida, IND
Full-time
Senior
Hybrid
Discovered 3 weeks ago
ITIL
Free

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Responsibilities

  • Troubleshoot and resolve issues for Digital Services. This includes
  • Able to provide support across different shifts in 24x7 support environment.
  • SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team
  • Understand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.
  • Identify Areas of improvement by analyzing ticket trend.
  • 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 good 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 Team

Qualifications

  • Graduate

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