As part of a 24x7 Service Organization, performing the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of incidents and service requests in accordance with defined SLA targets. Lead a team of resources responsible for ticket assignment during defined shift. Positions are shift-based work providing 24x7 coverage. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and support issues. Act as escalation point for all requests and incidents. Improvise phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
Monitoring queues to ensure SLAs are maintained.
Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
Coordinating resources with teams across disciplines to ensure SLA targets are met
Manage team to maintain and contribute to a knowledge base for internal team members
Handle escalated support calls and issues raised by high profile customers
Advise management on situations that may require additional client support or escalation.
Preparing daily reports on Incidents/Change/Problem tickets and SLA status
Preparing summary report on all Major incidents occurring on shift
Ensure communications between team members is consistent across documentation and ticketing.
Act as incident manager in the event of critical business impacting issues.
Drive the team to build, engage, and use the knowledge base (KB) effectively.
Review the shift’s timesheets for accurate completion, ensuring each team member had at least 8 hours worked, and met billable goals.
Collaborates with the Directors of Database Operations to ensure services meet the needs of the customers.
Bachelor’s degree in business or technical discipline from a premier institute.
Good knowledge of IT Infrastructure Library (ITIL)
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