SENIOR ANALYST

As a Senior Analyst based in Vijayawada, India with 0-2.5 years of experience, your primary responsibility will be to ensure positive customer experience and customer satisfaction (CSAT) by aiming for First Call Resolution and minimizing average handling time (AHT). You will also work towards reducing rejected resolutions and reopening cases. Your key objectives will include achieving KPI targets, following established processes, adhering to ITIL delivery and quality standards, as well as complying with regulatory requirements and company policies. It will be essential to attend to customer calls, chats, and emails, resolving tickets within the agreed Service Level Agreement (SLA) in terms of both volume and time. Maintaining high login efficiency for customers will be critical, along with documenting identified risks, issues, mitigation plans, and providing support in the execution of Business Continuity Planning/Disaster Recovery (BCP/DR) plans. Additionally, engaging in value-adding activities like updating the Knowledge base and self-development will be part of your routine tasks. The ideal candidate for this position should hold a B-Tech degree and have expertise in Data Center-Cloud-AWS. This role is for one position with the Auto req ID: 1568583BR.,