240923-Assistant Manager

EXL Talent Acquisition Team; Dadri; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

EXL Talent Acquisition Team is seeking an experienced Incident Manager to troubleshoot and resolve critical issues in a 24x7 Digital Services environment. You will coordinate with L2/L3 teams, escalate when needed, and monitor ticket trends to drive improvements.

You will Acknowledge and communicate reported issues, maintain governance across client organizations, and ensure delivery aligns with defined SLAs and business impacts.

Qualifikationen

• Experience in IT service management or NOC operations.
• Ability to work in a 24x7 shift environment.
• Strong communication and problem-solving skills.

Aufgaben

• Handle P1/P2 outages as Incident Manager and coordinate with L2/L3 teams.
• Establish governance among teams to understand and prioritize business needs.
• Acknowledge, escalate and resolve issues in a timely fashion; adhere to SLAs.

Kenntnisse

Incident management

Troubleshooting

SLA tracking

Cross-functional coordination

Customer service

Jobbeschreibung

Basic Function

Troubleshoot and resolve issues for Digital Services. This includesAble to provide support across different shifts in 24x7 support ;environment.SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk teamUnderstand what the more difficult and time-consuming problems are and elevate them to cross function L2/L3 teams as quickly as possible.Identify Areas of improvement by analyzing ticket trend.

Reports

Maintaining Production Issues Tracking spreadsheetGenerate reports as defined on regular basisGenerate adhoc reports as requested ;

Others

Anticipate future needs based on current usage and make recommendations for the sameReview daily reports and recommend changes based on trendsInterface with the Application Development team / Database Team to help address, define and resolve problems as they occurAcknowledge and communicate reported issuesEscalate issues based on urgency and business impact

Essential Functions

Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teamsEstablish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business needAble to answer call and understand user requirement to provide a good customer service over phoneAbility to operate at all levels within the organization and cross functionally within multiple client organizationsAbility to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and networkAcknowledge, resolve and/or escalates issues in a timely fashionStrictly adhere to defined SLAsUnderstand business requirements for customer base and be able to translate them into technical requirementsEnsure the highest levels of customer satisfactionSpecific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutionsKPI / SLA tracking for Team