EIS ESCALATION INTAKE SERVICE

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

EIS - Escalation intake service 8 10 10 years

max 18 LPA

LOCATION HYDERABAD

Core Competencies of Escalation:

Customer focus
Deep knowledge about HEC Operations processes and tools
Open communication and listening
Good verbal communication and presentation skills
Quality commitment

Must Have:
Incidence experience.
Deep knowledge about HEC Operations processes and tools.

Good to have:
ITIL Certification.

Location: Hyderabad Bangalore.

Key ROLES & responsibilities

Coordinate the escalation resolution reviews and lessons learned communicate resulting actions and provide constructive feedback to the management team for process improvements.
Updating and maintaining track for all escalation records at each stage updating the same in centralized database for review and future analysis to identify escalation hotspots
Close collaboration with internal teams in driving issue resolution.
Always try to look at issues from customer perspective.
Acknowledge and respond to Requestor on time
Be aware of incoming and outgoing tickets incidents for your customers so that you have a complete overview of what is happening in a customer landscape.
Drive technical de-escalation when required.
Supervising shift colleagues assigning duties distributing workload Handover to next shift
Reporting any issues that arise during the shift to management.
Monitor and respond to your customer tickets/mails daily.
Support and address general escalations hitting the TechOps-domain and which are not major incidents or system outages (for this we have major incident management team)
Monitor escalation mail teams channel chat and ticket queue and work with the respective team to ensure escalated cases are worked within the required SLAs and stakeholder requirements.
Drive internal ECS stakeholder communication to ensure on-going updates on the escalation resolution process.
Initiating hierarchical escalation as per the service management process including ECS higher management and asking for their support if the need arises
Facilitating and driving conference bridge for level 4 and above escalation and ensuring that the teams are focused on resolving the escalation

EIS - Escalation intake service 8 10 10 years max 18 LPA LOCATION HYDERABAD Core Competencies of Escalation: Customer focus Deep knowledge about HEC Operations processes and tools Open communication and listening Good verbal communication and presentation skills Quality commitment Mu...

EIS - Escalation intake service 8 10 10 years

max 18 LPA

LOCATION HYDERABAD

Core Competencies of Escalation:

Customer focus
Deep knowledge about HEC Operations processes and tools
Open communication and listening
Good verbal communication and presentation skills
Quality commitment

Must Have:
Incidence experience.
Deep knowledge about HEC Operations processes and tools.

Good to have:
ITIL Certification.

Location: Hyderabad Bangalore.

Key ROLES & responsibilities

Coordinate the escalation resolution reviews and lessons learned communicate resulting actions and provide constructive feedback to the management team for process improvements.
Updating and maintaining track for all escalation records at each stage updating the same in centralized database for review and future analysis to identify escalation hotspots
Close collaboration with internal teams in driving issue resolution.
Always try to look at issues from customer perspective.
Acknowledge and respond to Requestor on time
Be aware of incoming and outgoing tickets incidents for your customers so that you have a complete overview of what is happening in a customer landscape.
Drive technical de-escalation when required.
Supervising shift colleagues assigning duties distributing workload Handover to next shift
Reporting any issues that arise during the shift to management.
Monitor and respond to your customer tickets/mails daily.
Support and address general escalations hitting the TechOps-domain and which are not major incidents or system outages (for this we have major incident management team)
Monitor escalation mail teams channel chat and ticket queue and work with the respective team to ensure escalated cases are worked within the required SLAs and stakeholder requirements.
Drive internal ECS stakeholder communication to ensure on-going updates on the escalation resolution process.
Initiating hierarchical escalation as per the service management process including ECS higher management and asking for their support if the need arises
Facilitating and driving conference bridge for level 4 and above escalation and ensuring that the teams are focused on resolving the escalation