Key ResponsibilitiesThe SOM will be a SPOC for the clients. Develop rota plans with team for POC.Managing all procedures related to the identification, prioritization, and resolution of user requests.Monitoring, tracking, and coordination of support functions.Facilitate/address triage/analysis, response, resolution, escalation, and communication.Coordinate with the delivery teams and PM's/delivery managers on technology deployments, releases and maintenance of outages.Monitor escalations. Track all escalations. Develop rota plans in team to handle escalations.Implement helpdesk.Continued development of the KMS/KEDB and the overall process of moving to knowledge management-centric support.Assist with customer inquiries and escalations as needed.Identify, measure, benchmark, analyze and perform regular review of reports & scorecards.Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution.Analyze results for trends, process improvement opportunities, and staff training needs and take appropriate action to improve results.Encourage communication of new ideas, solutions, suggestions, and problems review for appropriate action or implementation.Skills to be demonstrated Demonstrated logical thought processes.Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers, and non-technical management.Project management skills with the ability to manage multiple projects and prioritize activities.Good skills to supervise, lead, coach, motivate and work through others.Key Performance Metrics: SLA compliances and reasoning for SLA deviations.Consolidated Trackers for all SR's and Incidents.Workaround for Common issues.Ticket analysis at each account level to understand the repetitive problems.Cross-train associates in Application Instances.Do you have experience working with international clients (FMCG domain)? Yes / No
Do you have more than 5 years of experience in SQL? Yes / No
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