Description
We’re looking to add to our talent pool a Command Centre & Experience Monitoring Analyst. The role reports to Manager – Monitoring
The ideal experience map: 2+ years of experience in Incident handling, forum / platform monitoring, incident / service request troubleshooting & reporting. Strong Technical & Network knowledge is basic requirement.
Roles and Responsibilities:
- Act as gatekeeper for Incident Queues – govern the queue flow, monitoring traffic incoming-outgoing, troubleshooting and reporting to stakeholders
- Lead team on skill enhancement on monitoring, technical knowledge of network & incident / service request handling
- Work with managers in streamlining & optimizing incidents - improve repeat instance rate & time for instance closure
- Work on different tools which will help to identify Customer experience monitoring
- Handle troubleshooting on server issue & ISS reset – similar technical platform support expected
- Conduct extensive quality check, pass feedback & maintain repository which team can refer while execution of task
- Interact with client stakeholders to understand the customer impact and severity of issue
- Create report on daily and weekly basis on alerts observed on different dashboard
- Lead documentation on new projects by getting first hand trained on different activities & pass refines / optimal knowledge to team
Technical and Functional Skills:
- Strong interpretation and communication skills
- Good written and verbal communication - should be good to interact with stakeholders
- Technical and Network knowledge is must to handle troubleshooting & instance handling on Servers & digital experience monitoring platforms
- Strong proficiency in MS Office, especially MS Excel and PPT
People Skills and Other Personality Traits:
- Strong interpretation and communication skills
- Ability to communicate effectively with clients and/or higher management
- Capable of connecting dots and drive improvement / enhancement in existing project