Executive

  • Management
  • Full time
  • 4 years ago
  • United States ,North Carolina

Job Information

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    Salary USD - US Dollar 5,000 - 7,000 / Monthly
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    Shift Normal
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    Number of vacancies* 1 opening
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    Job level* Executive
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    Job experience* 1+ year
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    Job qualification* Any Bachelor Degree

Job Description

QUALIFICATION:

•The role will be involved in support of highly critical production environment and will be engaged in maintaining normal operation of Service Desk.
•Demonstrate ownership and responsibility in all assignments.
•Enough expertise to identify and recommend changes/improvements to the process.
•Candidate must have the ability to create business cases and present the architecture and design that they create
•Strong technical aptitude and ability to research and solve complex issues independently.
•Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management as needed. 
•Show adaptability and flexibility in work to suit business requirements.
•Providing emergency intervention in ITIL lifecycle processes Incident and Problem management to provide 2nd level support in response to Major Incidents. 
•Managing relationships with all required infra/app teams of RA, so that in case of requirement required team can be contacted and issue can be resolved in time as well as ensure aligned delivery, support activities and optimising opportunities.
•Motivating and encouraging external teams both onshore and offshore to ensure delivery of the required standards of excellence in service and performance and support the continuing personal and professional development of all team members. 
•Resolve moderate to complex incidents and problems effectively and in a timely manner.
•Providing 24X7 production support and available for escalations.
•Responsible for providing trend analysis to management team to enable them to make informed decisions
•Work in a cross cultural team and communicate effectively.


(1.) To maintain high login Efficiency (Availability) for customers.

(2.) To resolve tickets within agreed SLA of ticket volume and time. 

(3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. 

(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

(5.) To update worklogs and follow shift/ escalation process and process compliance.

(6.) Work on value adding activities such Knowledge base update & self development.

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