Location
Noida | India
Job description
Job Description (Posting).
1. The CIM/PM is tasked with responding to all escalations from Tier 1, triaging incidents, managingincidents through service restoration and recovery, and engaging all Provider and other third party resources as needed toresolve incidents 2. Conduct root cause analysis and ensure long term fixes are implemented to prevent recurrence of incidents. 3. Manage all Inc idents and Problems in the Platform in accordance with the customer sProcess. For Severity 1 and 2 incidents, on a 24x7 basis, initiate incident bridge and ensureresponse from impacted groups within SLAs. 4. Support maintenance windows by scheduling activities & requisite resources andmonitor & report against the schedule during the maintenance window. 5. Understanding of ITIL processes and Open for 24 7 shift, Rotational week offs. 6. Provide adequate means for efficient handling of Critical Incidents, example: IVR updates,Operations Bridge, Contact lists, War Room etc . 7. Periodically audit Incident records and coach the Incident Management staff to insure that ticket hops are reduced to the minimum and avoid possible misuse of Pending status by resolving groups 8. enforce the use of available knowledgebase, Configuration Management Databaseand Known Error Database for quicker resolution of Incidents 9. Quality of updates being made into the Incident Records 10. Devise, measure, report, monitor and improve the internally designed KPIs toimprove the efficiency of Incident Management process. Example: Ticket hops,Incidents per staff, Incidents resolved using KB etc. 11. Analysis of Incident Records for identification of potential Problems 12. Perform Problem Management function analyzing root causes, producing RCA for everySeverity 1 and 2 incident and other incidents. (1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Qualification
B-Tech
Skill (Primary)
DWP-USS-SERVICE DESK
Job tags
Salary
