Jobbeschreibung:

MIM
Support and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team)
Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat,later: hotline), the correct escalation path is identified and followed, until we find a colleague who accepts responsibility for the escalation and drives it technically
Follow-Up on running escalations to see if further support from other teams required, make sure this support is given and overall progress is made
Centrally document all escalations addressed to EIS for future analysis and to identify escalation hotspots.
Continuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected results.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.