HCLTech
Location
Chennai | India
Job description
Job Description (Posting).
Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Responsible for communicating with the Incident Process OwnerLeveraging technology to issue all communications and providing key stakeholder management. Point of contact for all Major IncidentsBeing accountable for resolving the outage via workaround or permanent fix. Ensuring that there is clear reporting available and the incidents, requests and problems reach the right teamForming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.Follow the escalation matrix and engage the appropriate person to move forward with the incident closure.Must also provide guidance, feedback, and resources when needed for the team to succeed. Team leaders should establish clear expectations for each task or role and provide support when necessary. Ultimately, they are responsible for ensuring that their team works together collaboratively to achieve successPeople management & Reporting (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. Qualification B-Tech No. of Positions 1 Skill (Primary) CFS-Processes-IT Process Engineering Auto req ID 1335224BRJob tags
Salary
