Group manager
Job Summary
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 Details
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.
Similar Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Similar Skill Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Jobs in Hyderabad, Telangana, India
Qualcomm
Hyderabad, Telangana, India (On-Site)
• 2 Months ago
Get notifed when new similar jobs are uploaded
Similar Category Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
