Sr. Executive _ Incident Management

Position Summary

• Handling a team of 20-25 associates
• Responsible for Daily roster planning and productivity metrics measurement.
• Responsible for day-to-day task assignments of the team and the project.
• Managing escalations from customers and internal stakeholders and providing appropriate and effective resolution to their queries/complaints.
• Ensuring ATM related incidents and downtime is minimized through complete ownership.
• Ensuring team complies with the laid down processes, SOP, workflows, and telephony metrics.
• Engage with various teams proactively to deliver consistent performance and further SLA delivery improvement. Escalate customer problems both internally and externally, when required, according to defined escalation paths.

Basic Qualifications/Minimum Criteria

• Graduate from any stream & should have good practical hands-on MS Office tools such as MS excel, PowerPoint, experience on CRM
• Minimum 3 years of work industry experience in ATM operations
• Good Soft skills & Interpersonal skills (verbal & written) are a must.

Role: Incident Management

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Infrastructure Services

Education

UG: Any Graduate

PG: Any Postgraduate