Job description:

To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
To ensure positive customer feedback and satisfaction thorugh active participation in customer meetings to understand any issues faced
To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning
To perform value addition activities (such as mentoring administratorsorteam members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required.
To ensure on-time resolution and quality compliance of escalated ticketsorincident as per the agreed SLA

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases