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Associate, Client Services
2 weeks ago
Client Services/ Customer Care Support Analyst
Location
Bangalore Whitefield
Department overview:
Global Shared Support for Bangalore Infrastructure EDM Application Support, providing Level 1 to level 1.5 Support for various Products.
Position summary
Application Support for EDM/WSO providing Level 1 to level 1.5 Support including Delta One and RegOne
Duties & accountabilities
Be the key point of contact for first level escalations and communication efficiently to SD & client.
Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned tickets.
Follow proper protocol/disclaimer when setting expectation with clientFollow proper protocol/disclaimer when setting expectation with client
Provide Client Support and technical issue resolution via E-Mail, phone, and another electronic medium.
Incident Recording, Classification, and Initial Support. (Tier 1 of our Incident Management)
Major Incident Management - Trigger the Escalation Process Accordingly in case of failure with the Initial Support.
Extend our Monitoring Platform, Documentation & Knowledge Base.
Proactive monitoring of services, CPU, Network, disk usage.
Updating the resolution of new technical issues to the team members.
Perform Troubleshooting steps for bringing site up, like reset IB Services etc.
Check all the Process and Procedure documents available in the process library. Adherence to Process and Procedures as mentioned in the Knowledge Library. Contribute to Knowledge base library.
Take part in Review calls, Cab and other Adhoc calls wherever applicable.
Familiarize with new technologies/new client as and when introduced.
Ensure Proper documentation has been adhered to and all the troubleshooting steps, taken and documented in the ticket.
Take part in Adhoc training. Enhance his/her knowledge on new skills based on the Corleone Requirement
Highlight and address any new issues such as any process related issues as reported by techs, issues found while doing scrubs, issue found when raising new access request, issues found when handling escalations
RCA and Timeline for Incidents.
Site or Portal - (Creation / Shutdown / Maintenance)
Monthly SLA Reports.
Work in a 24x7 rotational schedule.
Accomplishes configuration project requirements under the guidance of project managers and Senior Technical Analyst staff; configures data acquisition services, views, dashboards, and workflow solutions for our financial services clients.
Utilizes knowledge of product features and best practices to make solution recommendations and estimate work effort.Assesses customer-reported issues and applies department and organization objectives to determine prioritization and escalation; proactively communicates regarding identified issues
Serves as an internal knowledge resource for other members of the organization
Additional Job Description/Technical Skills:
Basic to Intermediate Knowledge of SQL is a must.
Basic Knowledge on AWS, AWS Console Navigation and working with AWS along with knowledge AWS Terms like EC2, VPN, Availability Zone, Regions, Security Groups, Route 53, RDS etc.
Well versed with Server Knowledge and Technology- Operating System 2012, 2016 and 2019
Basic knowledge of ITIL (More emphasis on Incident, Problem and Change Management)
BCP (Business Continuity Plan)/ Disaster Recovery Tests - Execution
Server Software (Monitoring tools, Dashboards and Reporting)
Basic Knowledge on IIS and Web Hosting.
Good Interpersonal and communication skills.
Self-starter with a fierce desire to learn and an ability to think outside the box
Ability to work with a globally distributed team
Must be able to work and excel in a team environment.
Business competencies
Education
:
BCA (With no backlogs)
Personal competencies
Personal impact
Covered Under Additional Description
Communication
Good Communication both Written and Verbal
Teamwork
Must be a strong team player.
- Equal Opportunity Employer
Job ID:
283916
Posted On:
Location:
Bangalore, Karnataka, India
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