Program Analyst - IT Voice Support

7 - 11 years

12 - 16 Lacs

Posted:1 week ago| Platform: Naukri logo

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Work from Office

Job Type

Full Time

Job Description

Manage IT deliverables for Voice support across multiple shift with rotational weekly offs
  • Have close working relationships with IT support teams, IT service management, business and IT security teams to ensure prompt and appropriate management of user access requests and incidents.
  • Process clients requests in line with the organizations security policies, existing mainframe access control lists.
  • Display the highest standards of professionalism, email etiquette and ownership in handling each request and driving it to resolution.
  • Display a team-spirit and work in cohesion to effectively manage requests and sub-tasks.
  • Manage Deliverables for Voice and Chat support
  • Access provision on systems within the scope of Offshore team
  • Routing requests to resolution groups when incidents are not within the scope of the offshore team.
  • Monitoring the status and progress toward resolution of all open incidents.
  • Provision of access as per user requirement
  • Keeping requestors informed on progress made.
  • Assignment of the incidents, escalating the process related matters, if necessary.
  • Co-ordination with other support teams and closure
  • Communicate with Aviva employees, including contractors & vendors, via telephone, email, and other electronic communications regarding requests & their resolution.
  • Coalesce with sister departments to lend completeness to a request while retaining ownership of the request and being the face of AVIVA IT division to the employee.QualificationsGraduateJob Location
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