1891 Sla Management Jobs - Page 21

Cash ApplicationsBank reconciliationsQueries HandlingGood communication skillsComputer LiteracyPositive AttitudeGood accounting knowledge Qualifications UG Job Location

The ability to be a team player The ability and skill to train other people in procedural and technical topics Strong communication and collaboration skills Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Provide technical operations support to clients on supported application, DevOps, middleware, security and infrastructure. Following a Client standard workflow Provide Application ID management support. Provide infrastructure elasticity by auto scaling up/down of resources based on the business requirements Preferred technical and professional experience Technical understanding of Client platform (PaaS), HA infrastructure and load balancers. Provide DR and manual redundancy fail overs. Provide daily, weekly & monthly integrated service management reports across the solution

AsProcessAnalyst – Record to Report (R2R),you are responsible for general accounting which includes reconciliation, preparation of balance sheet and profit and loss account, fixed assets accounting, inter-company accounting, cash & bank accounting, financial analysis, and reporting. Your primary responsibilities include: Coordinate all accounting activities associated with General Ledger, particularly fixed assets, inter-company, inventory, cash & bank, indirect tax, and accruals. Identify risks or opportunities to revenues, cost, and profitability and propose appropriate actions. Adhere to client Service Level Agreements (SLAs) and meet the specified timelines. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Commerce graduate with a minimum of 2-4 years of experience in the Record to Report domain. Experience in preparing Balance sheets, handling Month-End Closure, Fixed Assets, Inter-Company, and Cash reconciliations. Posting Journal entries and recording the transactions in the ERP. Demonstrated proficiency in coordinating audits, meeting customer expectations, and managing updates for management reviews in report management. Preferred technical and professional experience Proficient in MS Office applications and any ERP software as an end-user. Self-directed and ambitious achiever. Meeting targets effectively. Skilled in thriving under deadlines and contributing to change management, showcasing strong interpersonal teamwork.

As a Process Analyst – HR Contact Center, you are responsible for receiving calls, emails, or chats and resolving HR-related queries from employees.You should be flexible to work in shifts. Your primary responsibilities include: Educate and document enquirers on processes whenever necessary. Provide quality customer service in every interaction. Identify, investigate, analyse, and resolve issues identified within the process. Monitor and process tickets in the ticketing system. Provide floor support for escalation and query resolution. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Graduate with 1-2 years of experience in the HR Contact Center at an International IT/ITES Company. Proficient in addressing HR Contact Center Operations queries through Inbound Calls, Chat, and Email. Proactively anticipates potential issues, adjusts work priorities to meet evolving customer needs, and initiates follow-ups with key customers on resolutions and action plans. Effectively collaborates with internal and external stakeholders and positively influences problem-solving and process improvements. Demonstrates excellent customer service skills, communicating effectively across all organizational levels, and adeptly resolves challenging customer service issues. Preferred technical and professional experience Proficient in MS Office applications. Excellent communication skills in English both oral and written. Self-directed and ambitious achiever. Meeting targets effectively. Demonstrated ability to analyze complex data, complemented by strong interpersonal and organizational skills.

As a Process Associate – Order to Cash (O2C), you will be responsible for managing Order management and Receivables management. You should be flexible to work in shifts. Your primary responsibilities include: Coordinate activities associated with Order to Cash Recognize potential threats and suggest suitable actions Adhere to SLAs and timelines Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Commerce graduate with a focus on Accounts Receivable Ability to manage Order fulfilment, Collections & Cash payments Working knowledge of basic accounting and accounting principles Proficient in addressing quires and taking follow-up actions Preferred technical and professional experience Proficient in MS Office applications Self-directed and ambitious achiever Meeting targets effectively Skilled in thriving under deadlines and contributing to changemanagement Showcasing strong interpersonal teamwork

Project Role : Technology Delivery Lead Project Role Description : Manages the delivery of large, complex technology projects using appropriate frameworks and collaborating with sponsors to manage scope and risk. Drives profitability and continued success by managing service quality and cost and leading delivery. Proactively support sales through innovative solutions and delivery excellence. Must have skills : Accenture Life Insurance Platform (ALIP) Good to have skills : NAMinimum 15 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Delivery Lead, you will manage the delivery of large and complex technology projects. Your typical day involves collaborating with various stakeholders to ensure project scope and risk are effectively managed. You will drive profitability by overseeing service quality and cost, while also supporting sales through innovative solutions and excellence in delivery. Your role requires a proactive approach to problem-solving and a commitment to achieving project goals in a dynamic environment. Roles & Responsibilities:-Expected to be an SME.-Collaborate and manage the team to perform.-Responsible for team decisions.-Engage with multiple teams and contribute on key decisions.-Expected to provide solutions to problems that apply across multiple teams.-Facilitate communication between stakeholders to ensure alignment on project goals.-Mentor junior professionals to enhance their skills and knowledge in project delivery.-Working with cross SI team driving for business outcomes through working in collaboration with the business and functions, holding ultimate accountability for delivery, managing programs with great complexity, impact, risk, budget variances and change requests. Strong ability to communicate with IT technical teams.-Strong sense of commitment and organization, pragmatic, customer-focused and strong interpersonal skills.-Excellent stakeholder management. Professional & Technical Skills: -Good Communication Skills-Good Analytical and Debugging Skills -Ability to be flexible and work analytically in a problem-solving environment -Needs to have proactive attitude, willing to work with different teams across Projects as required.-ALIP Skill requires Life Insurance background with 6-7 years of experience and worked on Life Annuity Product; LOMA certification is an added advantage. - Must have Skills :Accenture Life Insurance Platform (ALIP) or any other equivalent life insurance platform experience. Additional Information:-This position is based on flex office.-15 years full time education is required. Qualification 15 years full time education

Key Objective of the Job: 1.Developing operational strategy, Operational process design for Education Loan Product. 2.Should be a Subject Matter expert in Education Loan Ops 3.Flair understanding of Loan Operations processes, Key Performance metrices etc 4.Engage with the stakeholders to drive Process improvement, re-engineering, and enhancements. 5.Stakeholder Management - Product, IT, Business, Ops, SLA partner and Outsourcing Partner. 6.Project Management BRD writing, UAT and Process Improvement/Automation 7.Managing and driving of a mid-sized team 18 to 20 Team members Major Deliverables: 1. SLA Management TAT/Delivery 2.Timely implementation of Process/ Projects as per Plan 3.Quality and productivity monitoring of the team 4.Compliance management as per policy/RBI regulation. 5.Managing Process control / Ops Risk etc. Specialized job competencies: 1.Good knowledge of retail loan products along with Education Loans 2.Ability to handle multiple priorities and demands in a fast-paced dynamic environment. 3.Flexible, self-driven and Proactive 4.Strong Stakeholder management and Project Management skills 5.Ability to handle mid-sized team. Other desired attributes: 1.Good communication skills 2.Good negotiation skill & presentation Educational Qualification: PG/MBA Location- Mumbai,New Delhi,Pune,Bengaluru,Hyderabad,Chennai

Network Operations Center (NOC) Manager / Lead Position Level: Senior Level/Management Reports To: Director, IT Infrastructure Number of Positions: 1 Position Summary The NOC Manager is responsible for the operational performance, leadership, and strategic direction of the enterprises 24/7 Network Operations Center. This role ensures network availability, incident resolution, team execution, and infrastructure reliability across 300+ global sites. The NOC Manager serves as both a people leader and technical enabler , driving continuous improvement, proactive monitoring, and efficient escalation workflows while aligning network operations with enterprise standards and business outcomes. Key Responsibilities Operational Leadership Manage and lead the daily operations of a global NOC supporting a multi-site, hybrid cloud environment Oversee Tier 1–3 support functions including incident triage, escalation, troubleshooting, change implementation, and monitoring Serve as the highest operational escalation point for network incidents and outages Maintain and enforce 24/7 shift coverage, including staffing, scheduling, and on-call rotations Team Management & Development Directly manage NOC Analysts, Network Engineers, and the Network Reliability Engineer (NRE) Drive performance through coaching, 1:1s, skill development plans, and technical mentorship Define and track team KPIs including MTTR, SLA adherence, incident volume, and alert fatigue reduction Foster a high-performance culture built around accountability, collaboration, and continuous learning Strategy & Automation Partner with NRE to develop automation, infrastructure-as-code, and observability initiatives Identify operational inefficiencies and lead projects to improve toolsets, response time, and coverage Champion reliability engineering practices to improve incident prevention and resiliency Lead the implementation and refinement of NOC runbooks, SOPs, and escalation procedures Cross-Functional Collaboration Act as the liaison between Infrastructure, Cloud, Security, Application, and Helpdesk teams during major incidents and network events Partner with Engineering and Cloud teams on deployments, migrations, and new service onboarding Participate in ITSM governance for incident, problem, and change management processes Reporting & Communication Own and distribute executive-level reporting on network health, SLAs, critical incident trends, and operational risks Deliver RCA documentation, incident debriefs, and recommendations to leadership Ensure all ticketing, monitoring, and reporting platforms reflect real-time network health and team activity Required Qualifications Degree in Computer Science, Networking, Information Technology, or a related field 8+ years of experience in network operations or engineering roles, including 3+ years in a leadership or management position Deep knowledge of enterprise networking (TCP/IP, BGP, OSPF, VPN, VLANs, SD-WAN) Experience with Cisco Catalyst, Meraki, ASA, Palo Alto Networks, and Zscaler (ZIA/ZPA) Strong understanding of network monitoring platforms (LogicMonitor, SolarWinds, PRTG, etc.) Familiarity with cloud networking (AWS VPC, Azure VNet, ExpressRoute, TGW, etc.) Experience with ITSM platforms (e.g., ServiceNow) and change management frameworks Demonstrated success managing 24/7 teams, shift coverage, and high-severity incident response Preferred Qualifications Certifications: CCNP, PCNSE, ZCCA/ZCNA, AWS/Azure Networking certs Experience managing teams with diverse roles (e.g., NOC, NRE, Engineering) across multiple time zones Exposure to infrastructure automation tools (Terraform, Python, Ansible) Strong background in SLAs, SLOs, and operational performance tracking Familiarity with ISO 27001, SOC 2, or other compliance frameworks relevant to network operations

Project Role : Software Development Lead Project Role Description : Develop and configure software systems either end-to-end or for a specific stage of product lifecycle. Apply knowledge of technologies, applications, methodologies, processes and tools to support a client, project or entity. Must have skills : Business Requirements Analysis Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : Bachelor of Engineering in Electronics or any related stream Summary :As a Software Development Lead, you will be responsible for developing and configuring software systems, either end-to-end or for specific stages of the product lifecycle. Your typical day will involve collaborating with team members to design solutions, applying your knowledge of various technologies and methodologies, and ensuring that the software meets client requirements and project goals. You will engage in problem-solving discussions and contribute to the overall success of the project by leveraging your expertise in software development processes and tools. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Facilitate knowledge sharing sessions to enhance team capabilities.- Mentor junior team members to foster their professional growth. Professional & Technical Skills: - Must To Have Skills: Proficiency in Business Requirements Analysis.- Strong analytical skills to assess business needs and translate them into technical requirements.- Experience in stakeholder management and effective communication.- Ability to work collaboratively in a team-oriented environment.- Familiarity with software development methodologies such as Agile or Scrum. Additional Information:- The candidate should have minimum 3 years of experience in Business Requirements Analysis.- This position is based at our Hyderabad office.- A Bachelor of Engineering in Electronics or any related stream is required. Qualification Bachelor of Engineering in Electronics or any related stream

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Desktop Support. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Technical Project Implementation. Experience: 1-3 Years.

About The Role : " Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (EgHome loan LAP/Personal Loan). "Address all Service Request Complaints and ensure all requests/complaints are closed within TAT "Digital Adoption for all Retail Asset Clients "Achieve Cross sell Targets set as per KRA"s "Quality of Service Request and Resolution as given to customers. Job requirements"Some experience in Customer Service would be an added advantage "Believes in team work "Taking ownership of customer issues and taking them to end to end resolution "Apply best practices and focus on areas of improvement "Focused towards achievement of own KRAs "Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time. "Proficiency in WORD and EXCEL/PPT preferred Eligibility"Spent twelve months (applicant for same grade role)/eighteen months (applicant for next grade role) in the same division function role. "Applications can be made for roles in same level or one level above.

About The Role : " Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (EgHome loan LAP/Personal Loan)."Address all Service RequestComplaints and ensure all requests/complaints are closed within TAT"Digital Adoption for all Retail Asset Clients"Achieve Cross sell Targets set as per KRA"s"Quality of Service Request and Resolution as given to customers. Job requirements: "Some experience in Customer Service would be an added advantage"Believes in team work"Taking ownership of customer issues and taking them to end to end resolution"Apply best practices and focus on areas of improvement"Focused towards achievement of own KRAs"Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time. "Proficiency in WORD and EXCEL/PPT preferredEligibility:"Spent twelve months (applicant for same grade role)/eighteen months (applicant for next grade role) in the same division function role."Applications can be made for roles in same level or one level above.

Complete tasks related to data entry, following up on requests, complaint management, reviewing credit report, researching the system and correcting the credit bureaus, general correspondence, research To be able to finish cases assigned within established Turnaround time Team Player Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Complete tasks related to data entry, following up on requests, complaint management, reviewing credit report, researching the system and correcting the credit bureaus, general correspondence, research To be able to finish cases assigned within established Turnaround time Team Player Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Application Packaging - Linux.: Experience: 1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Responsibilities : Handle migration/Test and turn-up tasks and installations in general to configure and delivery SDWAN site devices accordingly; Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Viptela Support 2nd line incidents related to SDWAN Products always cooperating with other levels of support in a in a high level Build configuration for DyNS SDWAN Products eq.: Cisco Viptela according to SDWAN standards; Providing in-depth technical support to customers through monitoring, localization and remote repair; Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs; Provide process improvement input wherever possible; Provide Technical engineering support capability for a number of multinational customers; May do proactive jeopardy management; Providing higher level support internally and Hypercare as well Organizing technical trainings or knowledge sharing; Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies; When visible recommend flexible and scalable solutions to support new business objectives; Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place; Monitor and test DyNS products installed on customer network (Nokia Nuage, Cisco Viptela or Meraki) performance and provide network performance statistics and trends reports when needed; Work in conjunction with Design teams in order to ensure the stable operation of DyNS SDWAN products to be deployed; Conduct research on network services, protocols, and standards in support of SDWAN. Help to identify internal team needs by helping L2 engineers solving problems and performing guidance solve issues or making it quickly solved; Skills : Expert Level Knowledge in Routing and Switching Experience working over SDWAN Products : Cisco Viptela or Meraki or Velo Cloud or SDWAN Fortinet or Palo Alto Prisma SDWAN CCNP (or similar level of knowledge in networking) Knowledge on SDWAN Products; Understanding on LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/xVPN Good troubleshooting Skills Mandatory Skills: Order Management(Comms). Experience: 3-5 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Responsibilites Handle migration/Test and turn-up tasks and installations in general to configure and delivery SDWAN site devices accordingly; Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Viptela Support 2nd line incidents related to SDWAN Products always cooperating with other levels of support in a in a high level Build configuration for DyNS SDWAN Products eq.: Cisco Viptela according to SDWAN standards; Providing in-depth technical support to customers through monitoring, localization and remote repair; Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs; Provide process improvement input wherever possible; Provide Technical engineering support capability for a number of multinational customers; May do proactive jeopardy management; Providing higher level support internally and Hypercare as well Organizing technical trainings or knowledge sharing; Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies; When visible recommend flexible and scalable solutions to support new business objectives; Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place; Monitor and test DyNS products installed on customer network (Nokia Nuage, Cisco Viptela or Meraki) performance and provide network performance statistics and trends reports when needed; Work in conjunction with Design teams in order to ensure the stable operation of DyNS SDWAN products to be deployed; Conduct research on network services, protocols, and standards in support of SDWAN. Help to identify internal team needs by helping L2 engineers solving problems and performing guidance solve issues or making it quickly solved. Skills : Expert Level Knowledge in Routing and Switching Experience working over SDWAN Products : Cisco Viptela or Meraki or Velo Cloud or SDWAN Fortinet or Palo Alto Prisma SDWAN CCNP (or similar level of knowledge in networking) Knowledge on SDWAN Products; Understanding on LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/xVPN Good troubleshooting Skills Experience /Qualification : 24x7 as per ROTA , Yes there will be weekend working 24 to 48 months experience into the network field Graduates

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Retail Banking(Card Operations).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Institutional_Finance_Buy_Side_Others. Experience: 1-3 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Nutanix Admin.: Experience: 1-3 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Microsoft Dynamics365 Cloud Admin. Experience: 1-3 Years.

The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: L&P Policy Acquisition & Servicing.

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Health and Welfare (HW). Experience: 1-3 Years.

Immediate Hiring for US Chat Process Location- Hyderabad Shift-: US shift (Night Shift) Cabs available Min 2 Yr Exp in International Chat Process Excellent Comms Sal 5 LPA Call@ 7903496417/ 9155791190 or share cv to sumit@shadowplacements.com Required Candidate profile Experience of International Chat Process is mandatory. candidate must have experience of live and multiple chat handling exp Domestic exp will not be considered Call@ 9155791190 / 7903496417

About The Role Job Role : Liasioning with business Teams, IT as well as external vendors on an on-going basis for extending support to existing & future projects and seek timely solutions. Being a part of testing & maintenance team of BSG function, understanding application functionality during development stage, building test cases & executing them thoroughly. Coordinate for all stages of project development including system design, development, testing, training, roll out and post-implementation support. Monitor timely execution of assigned projects post development to ensure quality deliverables & helping in user/system maintenance post LIVE stage. Monitor system/business application performance as per agreed deliverables, service & SLAs, TAT (as agreed with Vendor) and escalate issues to IT/Business and seek timely resolution. Stakeholder communication & alignment of project status/issues via review meetings and update tracker sheets. Identify changes enhancements required to existing systems as per user requirements, evaluate impact, prepare change specifications, obtain business user sign-offs, conduct UAT, obtain user sign-offs and implement changes in the live system. Identify the Gaps in project post GO LIVE & gather feedback from user groups for suggesting improvements as needed & conduct appropriate user training/contact programs with the help of senior team member to ensure that all users are trained to achieve high level of system usage. Risk Identification & mitigation.