Job Description
The Solution Architect - Automation will adhere to quality standards, regulatory requirements, and company policies. They will ensure a positive customer experience and CSAT through First Call Resolution and minimize rejected resolutions/reopened cases. This role involves contributing to proposals for service improvement plans, independently resolving tickets while meeting agreed SLAs, providing on-call escalations/L3 support, and managing incidents and problems. Additionally, the architect will engage in value-adding activities such as knowledge base updates, training new hires, coaching analysts, and participating in hiring drives.
Must Have:
- Adherence to quality standards, regulatory requirements and company policies
- Ensure positive customer experience and CSAT through First Call Resolution
- Independently resolve tickets and meet agreed SLAs
- Provide support for on call escalations and L3 level support
Job description:
Solution Architect - Automation
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations /L3 level support and doing incident & problem management
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
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