Business Line FT | Specialist | Montana

JOB DESCRIPTION

Business Line FT | Specialist | Montana

Job Summary

LOCATION: Montana
DESIGNATION: Specialist
QUALIFICATION:
Job Description for End User Service (EUS) Tower Lead position:

As a lead, the candidate should be a minimum of 8-10 years of experience managing End User support environment onsite at client location and will manage the team activities.
Responsibilities:
• Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites
• Act as single point of contact for customer to deliver the service and set the right expectation
• Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
• Serve as an escalation point of contact with the primary focus on restoring the services. Experience on ticketing tools in managing incidents and services.
• Ensure VIP support for users on high standard and customer service
• Keep the knowledge base and runbook for the team updated with new resolution and process appropriately
• Manage and ensure the adherence of SLA’s across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
• Appropriately manage operations and conduct operational review meeting with customer stakeholders.
• Demonstrate good interpersonal skills with team and customer.
• Ensuring that effective communication is maintained with the executives, business leadership during a major incident
• Good in communication with end users, able to articulate issue and help team to resolve it.
• Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact
• ITIL certification added advantage
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
SKILLS:
BPS-Onsite Support Services-Desk Side Services
EXPERIENCE: 2.5-5 Years
NO. OF POSITIONS: 1