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eClerx
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Analyst

Analyst

eClerx

0 - 3 years

2 - 6 Lacs

Pune

Posted:1 week ago| Platform:

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Skills Required

workforce management vendor troubleshooting customer experience wfm operations management data analysis team management forecasting customer service rostering avaya cms real time analysis team leading mis rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Roles and responsibilities:

Monitor IT systems and applications to ensure optimal performance and availability

Act as gatekeeper for Incident Queues govern the queue flow

Respond to alerts and incidents, perform troubleshooting, and resolve issues in a timely manner

Escalate incidents to appropriate teams as necessary

Document incidents, investigations, and resolutions in a clear and concise manner

Communicate effectively with stakeholders, including IT teams, vendors, and management

Participate in the development and implementation of monitoring tools, processes, and procedures

Identify and recommend improvements to enhance the reliability and efficiency of IT systems and applications

Maintain up-to-date knowledge base/SOP(s) on IT systems, applications, and best practices

Work with managers in streamlining & optimizing incidents handling improving key KPI(s) MTTD/MTTI/MTTR

Work on different tools which will help to identify Customer experience issue on live site/prod environment

Create report on daily and weekly basis on alerts observed on different dashboard

Technical and Functional Skills

You have completed a Bachelors Degree.

Strong proficiency in MS Office, especially MS Excel and PPT

Strong interpretation and communication skills

Development skills will be an added advantage.

Technical and Network knowledge will be helpful for troubleshooting on server.

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