Executive COE IT

IT Support to Business Team

• Technical Support - Provide first-level support for software, and network issue
• Troubleshooting -Respond to user queries and resolve technical problems efficiently
• Mentorship: Providing guidance and support to pan India subchannel team members, helping them to understand various platform of Policy issuance and process.
• Application -Addressing system errors, login issues, and application crashes
• Incident management - Troubleshooting production issues for Dealers, IMDs, and Brokers
• Coordinating - Coordinating with backend teams for bug fixes and escalations
  

Maintaining System Availability and Stability –IT Digital Assets Accessible to OEM/Partner

• Monitoring network performance- Continuous monitoring of network performance is essential to detect and address issues promptly. This involves tracking traffic patterns, bandwidth usage, and identifying potential bottlenecks to ensure the network operates at its optimal capacity.
• Resolution management – Assist support team in Proficient troubleshooting to minimizes downtime and preserves network performance, directly impacting the productivity and success of an organization.
• Bug Calls - Identify the Issue and to gather as much information as possible about the bug. What are the symptoms? When does it occur? Are there any error messages? and develop a fix
  

User Access Management (UAM)

• Creating and managing user accounts and Roles
• Handling access requests for internal tools and portals.
• Ensuring compliance with data security policies on rights Allocated
• Quaterly Audit on the Acess shared to user,Addtion & Deletion as required.
• Folder Acces – Giving & Revoking Access for all users.
  

Ticket Management – Query Tracker.

• Average Resolution Time: Monitor & reduce the Time taken to resolve support tickets
• First Response Time: Monitor Time taken to respond to a ticket after it's raised
• Ticket Volume: Monitor Number of tickets received, resolved, and pending.
• First Contact Resolution Rate: Monitor Percentage of issues resolved during the first interaction