Job title: Technical & Business Operations Analyst (Pune)
Company: Amdocs
Job description: Job ID: 167693 Required Travel :Minimal Managerial – No Location: :India- Pune (Amdocs Site) In one sentence The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the
Job ID: 167693 Required Travel :Minimal Managerial – No Location: :India- Pune (Amdocs Site) In one sentence The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit. What will your job look like You will perform ticket 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) and run methods and procedures to provide resolution to known/recurring issues. You will use your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution. Ability to work independently and in a team environment Ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude. You will update checklists for quality assurance and progress tracking following standard operating procedure. Publish the SLA achievement by keeping track of all KPIs. You will ensure crystal clear communication and documentation as point of contact. You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected. You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups. . You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. All you need is… Should be flexible to work in any shifts. 2 + yrs. of experience in relevant field ITIL Certified is preferred. Experience with ticket-handling system is an advantage. Experience with Microsoft Office Suite: Excel, Word, PowerPoint. Technical experience in related field preference for computer sciences, bachelor’s degree or equivalent experience. Strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority able to prioritize, delegate and foster the development of high performance teams to lead/support an environment driven by customer service and team work. Solid trouble-shooting and organizational skills and ability to work on multiple task simultaneously. Who are we Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.3 billion in fiscal 2021. For more information, visit Amdocs at Why you will love this job: You will get to show off your fine-tuned skills for resolving issues and helping the end-user. You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field.
Expected salary:
Location: India
Job date: Thu, 25 Aug 2022 22:00:22 GMT
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