JD Coordinate to Plan & exercising of recovery testing Fair understanding of recovery strategies and various Infrastructure Technologies Like Storage, Backup, Networks,VTL,SRM Security and Operating Systems (WINTEL, Linux, Solaris). Experience in identification of Technology domain causing incident or issues during a disaster recovery exercise. Coordinating and Root Cause Analysis for major incident (Severity 1) during recovery exercises. Fair Understanding of Recovery & Resilience management life cycle. Experience in determining the adequate test environment drill & test plan requirements Coordinating with various technology teams to develop drill Test Plans and Test Evaluation Summaries across heterogeneous infrastructure layers Experience in Testing DR environment for datacentre failover and failback Drill execution co-ordination, incident / issues tracking during drills Experience in recovery testing data collection, analysis and reporting with recommendation of alterations to improve recovery performance Management Reporting and presentation skills Experience in VTL/Storage /SRM recovery strategy- advantage (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident & problem management (3.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (5.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases