职位介绍
Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
Key Responsibilities
-
To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
-
To perform value addition activities (such as mentoring administrators/team 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 & when required.
-
To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
-
To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
-
To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
Other Requirements
福利待遇
•Learning Budget
必备技能
Incident resolution
Support operations
SLA management
Documentation
Root cause analysis
关于HCL Technologies
Bangalore
总部位置