Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.As a custodian of Change/Release Management process ensure the process adherence in the team and with user community \r\n\r\nCo-ordinate with Release/deployment, testing and application development teams to progress change requests \r\n\r\nAs a Change Manager, Chair CAB meetings and ensure all CABs runs as planned \r\n\r\nIdentify process and service improvements and create value adds \r\n\r\nFollow Lean principles and improve operational efficiencies \r\n\r\nResponsible for managing a team and leading, guiding and motivating the team members to achieve Quality, Productivity and Delivery. \r\n\r\nResponsible for task assignment across individual members within the shift ensuring fair distribution and adherence to standard procedures/SLAs. \r\n\r\nResponsible for managing escalations and identify and resolve issues proactively and reactively. \r\n\r\nManage Infra and Application change and change management process \r\n\r\nResponsible for managing, chairing the CAB Meetings and achieving the team and project SLA. \r\n\r\nResponsible for identifying the improvement areas and drive process and performance improvements.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

null

Other Requirements

null