To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
Key Responsibilities
* To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
* To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition, act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
* To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
* To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
* To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
Hybrid (3 days at customer location)
Skills: Cyber Security-SecOT-OT/ICS/IIOT SECURITY