Job Description

Designation
LEAD SPECIALIST
No. of Positions
1
Experience
2.5-5 Years
Skill (Primary)
PMO(BSERV)-Program Management-Program Management
Qualification
BE/B.Tech (Hons)
(Posting).
Open to working in night shifts and Weekends\\r\ Good Communication Skills\\r\ Ability to manage Critical Situations\\r\ Ability to manage high workload situations\\r\ Good Interpersonal Skills\\r\ Should have Technical Inclination\\r\ Should be able to Prioritize tasks real time\\r\ Should be able to Multitask\\r\ \\r\ Location: Bangalore\\r\ - Bill rate max (if applicable):As per rate card. 8 10K max depending on experience and eligibility\\r\ \\r\ - Shift time: This would be during India night hours\\r\ - Equipment or software required: Supplier provided\\r\ - Workspace type: Onsite\\r\ - Experience: 5years\\r\ \\r\ \\r\ Queue Tracker :\\r\ Maintain service level agreement for new cases (Notify Engineers via Email or Teams chat to prioritize the case)\\r\ Assign Cases out to the appropriate Engineers within the defined SLA\\r\ Provide accurate response on Severity issues, expired and misroute cases\\r\ Work hand in hand with the Support Engineering Manager & Technical Advisors in identifying engineers who can work on providing accurate solution to customer issue and escalated cases.\\r\ Ensure callback expectations are met and not missed for abandoned cases in queue. (have engineer aligned for the callback request)\\r\ Work with Duty Managers in other support groups to get customers the right support team when required.\\r\ Address issues via all available modes of communication like phone lines, email alias and communicator.\\r\ Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations.\\r\ Make sure cases are moved to Engineers with bandwidth (as and when possible) to do the callbacks. Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customer s issue\\r\ Take an active role in identifying changes that could improve our level of service for customers.\\r\ Engage managers during high customer impact situations.\\r\ Check & take care of following transitions (QT can take help from SEE or TA to review cases if needed)\\r\ Check the status of cases that we sent to other teams, like Outlook, etc... and get this assigned if not assigned yet. We would need to get this replicated with other teams too.\\r\ Case prioritization: We get emails from CSAMs\\\\IM\\\\CSM\\\\PFE\\\\ACE\\\\ SEM from other region to help prioritize cases due to any reason, we would need ACK the request and locate a resource for the case or for the collaboration\\r\ Have clear understanding on S500 AHPOD scope & exceptions\\r\ Leverage S500 staffing schedule to tag\\\ otify engineers in the Teams chat to prioritize cases as needed.\\r\ Set expectations with CSAMs/IMs regarding case assignments/call back requests.\\r\ Keep track/record of S500 AHPOD cases that are transitioned to S500 AHPOD team\\r\
Approval History (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases