About this role
- 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 OSI HelpDesk Team
Responsibilities
Troubleshoot and resolve issues for Business Users. This includes
- Able to provide support to voice calls, emails and voicemails across different shifts during US business hours.
- Users unable to login/connect to domain.
- Access & PW reset on AD and other app.
- Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible.
- Identify Areas of improvement by analyzing ticket trend.
Reports
- Maintaining Production Issues Tracking spreadsheet
- Generate reports as defined on regular basis
- Generate adhoc reports as requested
Others
- Anticipate future needs based on current usage and make recommendations for the same
- Review daily reports and recommend changes based on trends
- Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
- Acknowledge and communicate reported issues
- Escalate issues based on urgency and business impact
Qualifications
Bachelor Degree in relevant field with 2 - 4 years of relevant experience, should be ITIL Certified and good working knowledge of ITSM tool and lifecycle .
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