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Lead Assistant Manager EXL/LAM/1084508

4 months ago

Noida, India exl Full time

Job Description

Basic Function

Troubleshoot and resolve issues for OSI. This includes

Able to provide support to voice calls, emails and voicemails across different shifts during US business hours.

OSI Users unable to login/connect to CORP domain or OLSI.net domain

Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible.

Identify Areas of improvement by analyzing ticket trend.

Reports

Maintaining Production Issues Tracking spreadsheet

Generate reports as defined on regular basis

Generate adhoc reports as requested

Others

Anticipate future needs based on current usage and make recommendations for the same

Review daily reports and recommend changes based on trends

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

Essential Functions

Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams

Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need

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

Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network

Acknowledge, resolve and/or escalates issues in a timely fashion

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 responsibilities include, Self driven towards evaluating advanced technologies & recommending the right solutions

KPI / SLA tracking for OSI HelpDesk Team

Primary Internal Interactions

Manager – Infrastructure Services (Production Delivery)

Other OSI Managers

OSI Helpdesk Team

OSI Development Team / Platform Teams

OSIEnd Users

EXL Enterprise Service Desk leads

Business & IT Management Team

OSI Production Engineering Team

OSI DBA Team

OSI Management Team

Primary External Interactions

Vendors

Vendor Specific - Technical Consultants and Operation support Managers.