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Integration Consultant

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Hyderabad, Telangana, India Silicon Stack Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Accurately log all contactsincluding feedback, incidents, service requests, and information inquiries received via telephone, email, and web into the Incident Management System.
  • Proactively manage your incident queue to ensure timely resolution within agreed Service Level Agreements (SLAs).
  • Diagnose and resolve incidents efficiently, applying technical expertise and problem-solving skills.
  • Maintain detailed and clear updates in the Incident Management System, including internal notes and customer communications as needed.
  • Assign incidents to the appropriate teams or assignment groups to facilitate swift resolution.
  • Monitor incident progress closely to ensure services are restored within agreed targets and deadlines.
  • Provide regular, informative updates on open incidents, reflecting the actions taken and current status.
  • Escalate incidents to the Team Leader promptly when there is a risk of SLA breach or when additional support is required.
  • Demonstrate strong interpersonal skills to deliver efficient, professional, and friendly customer support.
  • Provide on-the-job training and mentorship to new team members, fostering their development and integration.
  • Participate actively in pilot testing and contribute to load support processes to improve service delivery.
  • Adhere strictly to all Help Desk procedures, including shift schedules and phone rostering.
  • Participate in weekend support, incident night shifts, and weekend incident coverage on an as-needed basis.
  • Attend regular team meetings to share updates, collaborate on issues, and contribute to continuous improvement.
  • Engage in all scheduled internal and external training sessions to continuously develop required skills and knowledge.
  • Author and maintain Knowledge Base documentation based on common issues escalated by 1st Level Support.
  • Deliver training sessions to 1st Level Helpdesk staff to improve overall team capability.
  • Document and update resolution steps and processes in the Knowledge Base for future reference.
  • Perform other reasonable duties and tasks as assigned by management.