Job description:

Audit ticket handling \\r\\n\\r\\nPerform ticket analysis \\r\\n\\r\\nIdentify Top call drivers contributing to ticket volume to L1 Service Desk \\r\\n\\r\\nCohesively work with H&S Behavioral Change Management (OCM/BCM) team and prepare an improvement plan to improve user adoption \\r\\n\\r\\nReview and analyze the automation script in proposed AEX CVA Chatbot. \\r\\n\\r\\nWeekly, monthly, and quarterly reporting \\r\\n\\r\\nWork in tandem with H&S owned Sumo Logic admin and recommend best practices and assist in building the used cases to be implemented in Sumo Logic.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases