Job Summary

Escalations management Escalate advanced customer issues to the respective Third party escalation teams as outlined in the respective process documentation. Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams. Provide regular updates to all involved parties and act as a primary contact for requested project information. 2. Scope Testing, validation and continuous service improvement responsibilities related to GST and TSA exit environment support Contribute to service delivery working practice and knowledgebase documentation. When necessary, assist in creating new documentation to describe activities / processes. Participate in testing and validation activities as outlined by Management and Client. Participate in special projects, client events and visits, as outlined by management. Prepare ad-hoc and regular reporting upon Client request or upon Service desk Management request.

Key Responsibilities

Excellent verbal and written communication skills Strong interpersonal skills Basic understanding on platforms such as VMware, Networking, Linux & Unix, Windows Servers, Database, etc Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Skill Requirements

Excellent verbal and written communication skills Strong interpersonal skills Basic understanding on platforms such as VMware, Networking, Linux & Unix, Windows Servers, Database, etc Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Other Requirements

NA