About this role
Troubleshoot and resolve issues for Business Users. This includes
• Able to provide support to voice calls, emails and voicemails across different shifts during US business hours. • Users unable to login/connect to domain. • Access & PW reset on AD and other app. • Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible. • Identify Areas of improvement by analyzing ticket trend.
Reports
• Maintaining Production Issues Tracking spreadsheet • Generate reports as defined on regular basis • Generate adhoc reports as requested
Others
• Anticipate future needs based on current usage and make recommendations for the same • Review daily reports and recommend changes based on trends • Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur • Acknowledge and communicate reported issues • Escalate issues based on urgency and business impact
Essential Functions
• Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams • Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need • Able to answer call and understand user requirement to provide a good customer service over phone • Ability to operate at all levels within the organization and cross functionally within multiple client organizations • Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network • Acknowledge, resolve and/or escalates issues in a timely fashion • Strictly adhere to defined SLAs • Understand business requirements for customer base and be able to translate them into technical requirements • Ensure the highest levels of customer satisfaction • Specific areas of responsibilities include Self driven towards evaluating advanced technologies & recommending the right solutions • KPI / SLA tracking for OSI HelpDesk Team
Bachelor's degree in relevant field with 6-8 years of relevant experience