23/04/2020
Technical & Business Operations Analyst
What will your job look like?
Perform Alerts and tickets analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
Perform queue management for assigning tickets to other teams and follow up for timely resolution while keeping track of SLAs.
Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
Ensure seamless handover between shifts.
Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, event records, screens, and so on). Report and properly document errors that are detected.
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