Basic Function
Troubleshoot and resolve issues for Digital Services. This includes
- Able to provide support across different shifts in 24x7 support environment.
- SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team
- Understand what the more difficult and time-consuming problems are and escalate them to cross function 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
Essential Functions
- 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 Team
