• To provide support for on-call escalations and doing incident and problem management
• To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• Work on value-adding activities such as Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives
• To participate or contribute to EN business in the creation of proposals to drive Service improvement plans.
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