Technical Lead (Support & Operations)
Sri Lanka
Job Description
Technical Lead (Support & Operations)
Others, Central
Job Summary
To ensure on-time resolution of escalations/complex incidents,as per quality norms and ensure positive customer satisfaction.
Job Role : Senior Administrator - Desk Side Services, AMT Asset Management Software
Job Summary : DSS-Deskside Service
Job Responsibilities : DSS-Deskside Service
Skill Requirement : DSS-Deskside Service
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
3. To participate in Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
2. To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
3. To participate in Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
Skill Requirements
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Other Requirements
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Information at a Glance