Location
Madurai | India
Job description
Job Description (Posting).
JD: Possesses in-depth knowledge of Business and IT and is gaining expertise in the IT Security(Risk) and Governance domain. Accountable for auditing, overseeing and ensuring that the process under scope (agreed with client organization) doesn t violate regulations. Investigate customer complaints and non-conformance issues. Collect and compile statistical quality data Analyze data to identify areas for improvement in the quality system Develop, recommend and monitor corrective and preventive actions Prepare reports to communicate outcomes of quality activities Identify training needs and organize training interventions to meet quality standards Conduct internal audits and reviews based on metrics data at regular intervals to ensure that compliance procedures are regularly followed advising the management on possible risks that might occur. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations and to review quality related documents. Raising risks, issues and escalation to senior management and customer. To ensure process improvement and compliance in the assigned module, and participate in technical discussions or review and ensure that business activities are conducted using a regulatory framework. Ensure that all the employees are thoroughly updated about the Customer policies, regulations, and processes (Training Management). Having Problem-solving capability, should possess multi-tasking skills. Should be clear about what has to be done and how the process has to be carried out. To perform Value creation and KM activities. Maintaining good rapport between the stakeholders and adhering to the objectives set by the organization. Understanding of ITIL processes, Essential IT tools (Remedy, Service Now) and risk-compliance related technology along with Good Documentation Practices. Stay relevant and to learn new best practices and industry-recognized frameworks to achieve growth in their career. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B.E, B-Tech
Skill (Primary)
EIS-Integrated Command Center-Integrated Command Center - CC Ops
Job tags
Salary
