ASSOCIATE CONSULTANT
Reflect and maintain an in depth understanding of personal IT infrastructure. Ensure that technical system support services are delivered consistently to all the sites in the region.
Establish and manage relationships with business and user base that enables communication and effective delivery of IT servicesKeep track of the HCL billing on their responsible regions (Steady State and Projects).
Ensure the deliver a consistent support serviceEnsure all the team members are adhering to the agreed SLA and KPI s.Flag risk and issues to HCL and Client management as and when required.
Actively participate on the live project, participate in the planning of the upcoming projects in their responsible region or any Global Projects.
Do monthly capacity management report for internal HCL management, in case there is urgent requirements quickly escalate the same with HCL and Client Line Managers.
Manage the onsite staff and make sure the staff is comfortable in delivering services.Responsible for the Infra Service Towers assigned by the line manager.
Work in coordination with other Service Managers and off shore teams (1.) To adhere to quality standards, regulatory requirements and company policies (2.
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.
To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
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