职位介绍
Job Summary
To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.
Key Responsibilities
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To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
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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.
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To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
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To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
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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
SOC analyst
Sentinel Incident Management:
Other Requirements
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关于HCL Technologies
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总部位置