| Hyderabad Jobs |
| Banglore Jobs |
| Chennai Jobs |
| Delhi Jobs |
| Ahmedabad Jobs |
| Mumbai Jobs |
| Pune Jobs |
| Vijayawada Jobs |
| Gurgaon Jobs |
| Noida Jobs |
| Hyderabad Jobs |
| Banglore Jobs |
| Chennai Jobs |
| Delhi Jobs |
| Ahmedabad Jobs |
| Mumbai Jobs |
| Pune Jobs |
| Vijayawada Jobs |
| Gurgaon Jobs |
| Noida Jobs |
| Oil & Gas Jobs |
| Banking Jobs |
| Construction Jobs |
| Top Management Jobs |
| IT - Software Jobs |
| Medical Healthcare Jobs |
| Purchase / Logistics Jobs |
| Sales |
| Ajax Jobs |
| Designing Jobs |
| ASP .NET Jobs |
| Java Jobs |
| MySQL Jobs |
| Sap hr Jobs |
| Software Testing Jobs |
| Html Jobs |
| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Technical Support / Helpdesk,Sales / BD |
| EmploymentType | Full-time |
Role specificsEscalation managementProactive escalation identify bouncing ticket before customer escalatesReactive escalation take ownership of tickets where Help Desk escalation process has failed.Mediate in ticket ownership disputes to ensure appropriate level of cross team collaboration until clear owner is identified.Resolve ticket ownership disputesTicket Management Best PracticeIdentify and remediate with appropriate tower unmanaged or dead queues for incident and request ticketsFollow up on ageing or bouncing tickets per agreed thresholds with queue ownersMonitor for ITIL ticket management mis-use and manipulation across all providers. Identify mis-use of SLA hold status,Drive proper use of categorization fields, priority setting/impact analysis, work notes, descriptions and resolution fieldsIdentify Engineering Improvement OpportunitiesTicket analysis Identify ticket trends for issues and requests to be passed to Engineering teams for improvementsIdentify self-help items for end users - Knowledge article and Watson opportunitiesIdentify automation opportunities fixlets and scripts, self healing potentialProactive Problem Management Identify root cause of common incidentsChange Request analysis Only failed changes that cause MIs or require backout are fully analyzed. E2E can examine impact of Changes that cause spike of incidents that currently don t always get tracked or acted upon.Voice of the Customer / Customer ExperiencePost ticket customer survey results follow up with resolver groupsMonitor ticket management against business SLAsIdentify premature ticket closure / customer follow upEnsure ticket related complaints are followed through with appropriate teamsSkills and ExperienceExperience working in complex global environmentsBroad Knowledge of enterprise level infrastructure.Some experience with infrastructure, network and application systems support in a financial operations environment.Some experience with MS Windows, MacOS, and Linux (RHEL, Ubuntu) Operating SystemsSome experience with laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices hardware support.ITSM Experience including process and tools focus on incident management, problem management and request fulfilment managementService Now knowledge including the ability to create reports and dashboardsMs Office Excel reports and PowerPoint presentations to present ticket trendsCompetences and Qualifications
Keyskills :
root causeproblem solvingproblem managementescalation processincident managementfinancial operationsteam collaborationmise2eslaitilrootlinuxexcelethicssurveyvendorwatsonwindowsclosure