5874 Sla Management Jobs - Page 30

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...

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 unsuccessfu...

Do - Professionally handle incoming calls from customers and ensure that issues are resolved both promptly and thoroughly - Demonstrate patience in all customer interactions, including maintaining a pleasant and professional tone - Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer - Maintain broad knowledge of client products and/or services - Offer additional products and/or services as needed - Prepare complete and accurate work including appropriately notating accounts as required - Track, document and retrieve information in call tracking database - Ensure service delivered to our customer meets contract...

Role: Service Level Manager Role: ITIL Service Level Manager L2 Location: PAN India( Preferred Pune) Band: B2 WO Rate :180k max Shift: 16*5(Europe work hours) rotational JD: Experienced in Application Service Delivery Manager Familiar with ITIL framework ITIL V3 Foundation Certified Co-ordinate with team for the incident resolution Experienced in creation of documentation for transition, knowledge Acquisition and stabilization phase Create and monitor the dashboards on regular basis Prepare reports required for regular scheduled meetings daily, weekly, monthly as well as adhoc meetings Ready to work in Europe shifts and flexible to be available as required during the US working hours. Do: Pr...

We are hiring a Manager Operations for a Domestic BPO Telecom Customer Service Process , responsible for managing large domestic call center operations and delivering telecom customer service performance across AHT, CSAT, NPS, FCR, and SLA metrics. The ideal candidate must have strong experience in Domestic Telecom BPO , Inbound Customer Service , Customer Care Operations , Voice Process Management , and Call Center Operations . Key Responsibilities Operations Management Telecom Process Manage end-to-end Domestic Telecom Customer Service Operations for inbound calls. Drive AHT Management, CSAT Improvement, NPS Improvement, FCR Improvement, SLA Delivery , and Quality targets. Monitor call vol...

Hello Job Seekers, Greetings from Shining Stars ITPL!! We are seeking a dynamic and experienced Team Lead to oversee our operations in Bangalore. The ideal candidate will manage team performance, drive customer satisfaction, and implement effective operational strategies. Location: Bangalore Budget - Upto 6 LPA ** On Paper experience as a Team lead in any customer care process for at least 1 year into BPO is a must and the candidate should be fluent in HINDI . ** Role and Responsibilities: Oversee daily team operations and ensure productivity. Monitor and evaluate key performance metrics, including shrinkage, attrition, Average Handle Time ( AHT ), and customer satisfaction ( CSAT ), impleme...

Role Quality Assurance Consultant Do - Support process excellence initiatives and drive improvement projects. - Drive benchmarking and best practices deployment across accounts. - Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT/PCSAT risks. - Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure. - Drive projects to improve and maintain the profitability of the process. - Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen on the process floors. - Drive standardization practices on the floor and ensure strict compliance in internal and client defined pr...

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 unsuccessfu...

Candidates should have Excellent English Communication Skills and Excellent Typing skills. Desired candidate Profile : H.Sc / Graduate freshers with good communication. US healthcare Exp will be an advantage. Knowledge of basic computer operations. Willingness to work in the late evening and night shifts. Courteous with strong customer service orientation. Good listening and speaking skills. Typing speed 30/90% SVAR test mandatory. Work from office only. 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, incl...

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 unsuccessfu...

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...

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 t...

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...

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 t...

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 unsuccessfu...

Hi Job Seekers Greetings from ShiningStars Opening for Team Lead E-commerce Voice Process (Lucknow) We are inviting applications for the position of Team Lead for an e-commerce escalation inbound voice process based in Lucknow. This is strictly a mid-level requirement, and only experienced candidates meeting the eligibility criteria will be considered. Position: Team Lead Inbound Voice Location: Lucknow Preferred Candidates: Residents of Lucknow or Uttar Pradesh Client: E-commerce Process Shift: Day Shift, 6 working days with 1 rotational off Contact: 9696714723 (Homa) Eligibility Criteria A minimum of 3 years of total BPO experience. At least 1 year of documented Team Lead experience. Stron...

Key Responsibilities: Execute accurate scheme calculations and handle all types of claim settlements across channels. Manage visibility and claims tracking including TOT, Promo, Sell-out, Support & Visibility claims. Perform comprehensive data integrity checks and apply robust algorithms to ensure correct claim calculation. Process invoices for multiple international subsidiaries , ensuring correctness in billing, coding, and calculations. Prepare and execute invoice billing runs for review and further processing. Review invoices for appropriate PO documentation , approvals, and compliance before payment. Develop and streamline integrated approval workflows to expedite claim approvals and se...

The future is our choice At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people s skills and backgrounds to make the right choices with our clients, for our company and for our own futures. JD=Incident/Request Management.Review and recommend monitoring improvements . Ticket category identification and routing it correctly.. Correlate multiple Incidents. Working on L1 level tickets using SOP.. Working on high severity tickets and communicating with stake holders.. Working on batch jobs in Control-M area.. Making sure that SLA are not breached.. Send IT Communications / U...

Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Secondary -> Behavioral | Aptitude | Data Related Skills | 4 - Advanced Tertiary -> Behavioral | Aptitude | Tasks Related Skills | 5 - Expert Tertiary -> Behavioral | Microland Skills | Execution Excellence | 5 - Expert Certification : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA 2. Train team members on changed processes/procedures 3. Give feedback basis performance against benchmark Incident Management (IM) 4. Identify process deficiency to drive efficiency 5. Achieve improve...

Role Summary The Service Desk Lead is responsible for supervising and managing a team of 1st and 2nd line Service Desk Analysts, ensuring high-quality technical support delivery, SLA compliance, and alignment with ITIL best practices. This role includes operational oversight of ticket queues, process governance, reporting, continuous improvement, and overall support efficiency. Key Accountabilities Lead and supervise the 1st/2nd Line Service Desk team to ensure service levels and customer satisfaction targets are met. Ensure consistent use of ITIL-aligned practices for Incident, Request, and Problem Management. Conduct daily oversight of ticket queues and backlog to maintain operational effi...

Team management – Task delegation, performance reviews (IT Support) Incident management – Prioritizing and resolving escalations Training & mentoring junior support staff SLA management – Ensuring response and resolution times Vendor coordination

Role & responsibilities JD For Team Leader Key responsibilities and skills: Demonstrated ability to effectively manage a team. Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC. Expert knowledge of Operations processes and supporting tools. Monitoring customer interactions and providing timely feedback. Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends. Drawing up action plans for the advisors requiring coaching or development Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required. Monitoring team performance. ...

You have excellent troubleshooting skills in a Red Hat OpenStack environment and hands-on experience in OpenStack and Linux platforms. You are proficient in handling OpenStack cloud administration tasks such as performance tuning, fixes, and resource management. You can manage availability zones, host aggregation, tenant management, and virtual resources effectively. Additionally, you possess good experience in Linux Administration for both physical and virtual servers, including OS Installation, Performance Monitoring/Optimization, Kernel Tuning, LVM management, File System Management, and Security Management. It is essential for you to manage and fix Red Hat Enterprise Linux (RHEL 6.x, 7.x...

As an Incident Management Specialist at Capgemini, you will be responsible for owning and managing the end-to-end incident lifecycle for high-impact and recurring issues. Your key responsibilities will include: - Ensuring timely logging, categorization, prioritization, and resolution of incidents. - Driving incident triage and facilitating cross-functional collaboration for resolution. - Leading major incident calls and ensuring stakeholder communication and updates. - Performing post-incident analysis and contributing to continuous improvement initiatives. - Maintaining incident documentation and ensuring compliance with ITIL standards. Your role will also involve SLA Management where you w...

As a Network Security Specialist at Dassault Systmes, you will have the opportunity to unlock your potential and be a part of a global leader in Scientific Software Engineering. Based in Pune, Maharashtra, you will play a crucial role in spearheading the firewall/remote user access/micro-segmentation domain within the APAC IT organization. Here is what you can expect in this role: **Role Overview:** You will lead the WW/APAC firewall/remote user access/micro-segmentation projects and ensure that global standards are defined and implemented. Your responsibilities will include owning the firewall/VPN L2/L3 ticket pools globally, working on external & internal firewall tickets, understanding gl...