Almaz C

• Responsible for validating the Business impact and prioritization of reported incidents and coordinating with different vendors, ensuring active communication channel for swift resolution within agreed time

•Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
•Queue management to ensure the SLA is maintained as per agreed levels
•Coordinating the approval process of weekend changes implemented by vendors and Accenture internal teams. Managing the approval process for Emergency changes, to be implemented as a fix to resolve highest priority incidents
• Analyse and assess the incidents and escalate to appropriate internal teams for additional assistance
• Responsible for creating daily service report and sharing daily productivity with senior management
• Ascertain if an incident needs to be escalated according to priority and severity of issue
• Handle different priority/severity (P1, P2, P3, P4) Incidents with various resolver groups
• Provide data and reporting of KPIs and trends to higher management and others in adhoc, weekly, monthly, and as needed using ServiceNow and other service management tools.

Understand, articulate, and implement best practices related to the area of expertise.
• Single Point of Contact for all management Reports and Primary contact for Technical and Process Queries and should have a strong knowledge on the CIO Support
• Demonstrates expert-level proficiency for resolution of customer problems, incidents, issues, requests and queries
• handling seamless transitions and timely identifying the process gaps and come up with quick fix and co-ordinate with global Support teams
• Collaborates with project team members as required to resolve requests/issues in a timely manner
• Participate in the transition of applications into central support structure
• Provide user-training to the support teams in the best practice of system use and support scenario
• Creation of the documents such as Troubleshooting guide, user guide
• Use Best Practices to achieve operation excellence and ensure to guide team members as needed
• Coordinate and attend quarterly global Team meetings and team meetings to discuss current and pending issues and regularly review support status with application Product Management

•Provided thorough support and resolution to customers

•Expertise in scheduling, service improvements and quality assurance

•Consistently best performer in monthly matrices – Customer

satisfaction ratings, call duration, number of calls etc.

• Provided thorough support and resolution to customers

•Expertise in scheduling, service improvements and quality assurance

•Consistently best performer in monthly metrics – Customer satisfaction ratings, call duration, number of calls etc.