Lead Administrator (Support &Operations)

Job Summary

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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 & management, Training fresher’s, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Key Responsibilities

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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 & management, Training fresher’s, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Skill Requirements

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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 & management, Training fresher’s, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Other Requirements

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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 & management, Training fresher’s, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases