Executive - Techops Support

1. Respond to support requests to acknowledge within the time specified as per SLA.

2. Gather detailed information from users regarding bugs reported.

3. Clarify or answer for queries or doubts raised by the users.

4. Understanding issues, analyzing them, categorizing and accordingly following up with the concerned teams for solutions. Also to ensure 100% compliance in issue solving and ensuring Nil escalation to higher authorities.

5. Suggest a temporary work-around solution and provide a step-by-step procedure for resolving the issue.

6. Regular follow-ups on tickets and ensure 100% Compliance in resolving the issue.

7. Ensure nil escalation rate of issues to managers and higher authorities.

8. Collection of user feedback.

9. Close support request after resolution.

10. Clear and Humble instructions to be provided during phone conversation.

11. Housekeeping of production support ticket system.

Skills Required

Sla Management, Problem Solving, Compliance