Job Description
This Associate Consultant role involves providing application support, focusing on Unix/Java and cloud technologies. Key responsibilities include addressing on-call escalations, conducting root cause analysis, and independently resolving tickets within service level agreements (SLAs). The role requires adhering to quality standards, regulatory requirements, and company policies. The consultant will also contribute to value-added activities like knowledge base updates, training, and coaching. The ultimate goal is to ensure a positive customer experience and achieve high customer satisfaction (CSAT) through first-call resolution and minimal case reopens.
Must Have:
- Provide on-call support and root cause analysis.
- Resolve tickets within SLA timelines.
- Adhere to quality and regulatory standards.
- Contribute to knowledge base and training initiatives.
Job description:
Primary Skill: Unix/JavaSecondary Skill: Cloud Job Role: Application support
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
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