JOB DUTIES & RESPONSIBILITIES
•Maintain high login Efficiency (Availability) for customers.
•Resolve tickets within the agreed SLA of ticket volume and time.
•Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
•Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/reopen cases.
•Update work logs and follow shift/ escalation process and process compliance.
•Work on value-adding activities such as knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
•Support day-to-day aspects of the level 3 Migration calls of Active directory during business hours meet the SLA and QOS level.
•Possess good troubleshooting skills with expertise in AD components such as Kerberos Authentication, AD Group Policy, DC promotion/demotion, AD replication, DFS/DFSR, Global Catalog and AD trust.
•Hands on experience working in a larger environment and knowledge of networking will be an added advantage.
•Experience in ADFS-SSO integration, ADFS adding 3rd Party claims and ADFS Farm Management.
•Extensive experience in planning and executing ADFS, AD, DNS Disaster Recovery and ADFS and Active Directory upgrades and migration strategies.
•Experience in testing and implementing security patches released by Microsoft.
QUALIFICATIONS & SKILLS
•Bachelor’s degree from a recognized University.
•Possess good communication skills and good problem-solving skills.
•Good team player.
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