Domain / Subdomain : DWP / FSO 1. Job Description : To drive defined technical initiatives and ensure agreed quality compliances are adhered to in daily operations.
To effectively identify new projects / opportunities and manage existing service improvement initiatives through proactive monitoring of project progress and systematic maintenance of plans.
To facilitate demand for resources in project and ensure 100% resource utilization for assigned projects through resource capability monitoring and performance management.
To exceed agreed SLA's for particular or all services tracks under SLM's scope. To add value and ensure positive customer satisfaction through accurate implementation of technical solutions as per client specifications.
To manage P&L for client accounts and efficient transition services for tower. (1.) To adhere to quality standards, regulatory requirements and company policies (2.
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.
To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
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