Incident Resolution Expert

4 days ago


Noida, Uttar Pradesh, India EXL IT service management Full time
Incident Resolution Expert

We are seeking a highly skilled and motivated Incident Resolution Expert to join our team at EXL IT service management. As an Assistant Manager, you will be responsible for handling P1/P2 outages as Incident Manager and participating in problem management by coordinating with L2/L3 teams. This includes establishing governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need.

Key Responsibilities:
  • Handle P1/P2 outages as Incident Manager.
  • Participate in problem management by coordinating with L2/L3 teams.
  • Establish governance between L2/L3 teams, account managers, area/regional managers.
  • 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.

Requirements:
  • Troubleshoot and resolve issues for Digital Services users.
  • Maintain Production Issues Tracking spreadsheet.
  • Generate reports as defined on regular basis.
  • 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.


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