About the role

Job Description

Basic Function

Troubleshoot and resolve issues. This includes:

Able to provide support to voice calls, emails and voicemails across different shifts (24*7).
Users facing issues with application functionality / accessibility.
Create tickets in ticketing tool for further investigation.
Observe any potential problem by analyzing a pattern in issues being reported and escalate them to concern teams as quickly as possible.
Incidents and alert management.
Monitoring (Application, Batch job, Infra).

Able to answer calls and understand user requirement to provide good customer service over phone.
Reset and/or unlock users application related password and issues.
Assist in troubleshooting VPN connectivity and certificate related issues.
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.
Acknowledge, resolve and escalate issues.
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 responsibility include self-driven towards evaluating advanced technologies & recommending the right solutions.
Basic to intermediate knowledge of cloud operations and services.
Understanding incident management, monitoring and operational support processes.
Strong analytical and troubleshooting skills.
Good verbal and written communication skills.
Proficiency in Microsoft Office applications, particularly Excel, Outlook and Teams.
Ability to work in a 24x7 operational support environment.

Reports To
Supervises

Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams.
Good listening and consultative skills.
Excellent written and presentation skills - Keen attention to detail.
Record minutes of meeting for all meetings between other teams.
Self-motivated, organized, strong initiative and be customer focused.
Good Multi-Tasking Skills.
Be available to take calls 24/7 – (Flexible for Shifts).

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