Job Description

Responsibility:

• Communication with Business users related to resolving queries obtain clarifications and providing updates.
• Setup Business bridge calls to update status of Critical incidents,Outages.
• Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
• Service Management.
• Responsible for the project tasks assigned.
• Initiate escalation procedure for incidents based on the agreed upon timelines and tracks it to closure.
• Manage queue effectively and allocate tasks to the team based on an allocation plan.
• Service Tracking.
• Ensure assigned tasks are completed within targets set (the tasks include incidents service requests identified problems Operational changes enhancements etc).
• Conduct peer reviews and ensure quality of deliverables.
• Service Execution.
• Comply to defined process during task execution (including problem management KEDB management etc).
• Knowledge Management.
• Contribute and participate proactively in knowledge sharing sessions.
• Provide complete KT to support teams before any production release.
• People Management.
• Manage and mentor the mentees (team).
• Provide inputs for development of learning plan for the team.
• Act as a buddy for new hires.
• Shares recommendation towards Performance management and recognition of team members.
• Contribution to Org Initiatives.
• Adhere to Organization policies and procedures.
• Participate in project and organization initiatives led by the Delivery leadership.
• Contribute new ideas and innovative approaches at work including CSI themes.
• Collate data and provide inputs for reporting requirements.
• Business Development and Customer Relationship Management.
• Participate in customer meetings and provide project updates.
• Account Operations.
• Perform task estimation,guide the service analyst on estimation.
• Co ordinate shift operations and logistics.
• Audit.
• Participate in audits as necessary.
• Must Have Skills
• Pega UI Development
• PEGA BPM Process Modeling
• PEGA