Technology - Senior Analyst-Application Development-Technical Support Engineering
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Key skills for this role
About the Role
Senior Executive
Key Skills for This Role
Full Job Posting
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
- 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
About EXL
EXL is a global data and AI company that provides analytics, digital operations, and industry-specific services to enterprises in insurance, healthcare, banking, retail, media, and energy.
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