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Job description

Job Description: Troubleshoot and resolve issues for Business Users. This includes - Able to provide support to voice calls, emails and voicemails across different shifts during US business hours. - Users unable to login/connect to domain. - Access & PW reset on AD and other app. - Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible. Identify Areas of improvement by analyzing ticket trend. Reports - Maintaining Production Issues Tracking spreadsheet - Generate reports as defined on regular basis Generate adhoc reports as requested Others - Anticipate future needs based on current usage and make recommendations for the same - Review daily reports and recommend changes based on trends - Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur - Acknowledge and communicate reported issues - Escalate issues based on urgency and business impact Responsibilities: Essential Functions - Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams - Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need - Able to answer call and understand user requirement to provide a good customer service over phone - Ability to operate at all levels within the organization and cross functionally within multiple client organizations - Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network - Acknowledge, resolve and/or escalates issues in a timely fashion - Strictly adhere to defined SLAs - Understand business requirements for customer base and be able to translate them into technical requirements - Ensure the highest levels of customer satisfaction - Specific areas of responsibilities include Self driven towards evaluating advanced technologies & recommending the right solutions - KPI / SLA tracking for OSI HelpDesk Team Qualifications: Bachelor's degree in relevant field with 6-8 years of relevant experience