Posted:2 weeks ago|
Platform:
Remote
Full Time
§ Receive, evaluate, and prioritize technical issues or incidents escalated from support teams, ensuring alignment with defined SLAs and business priorities.
§ Collaborate with cross-functional teams, including support, engineering, and operations, to gather relevant information and resources required for issue resolution.
§ Act as the central point of contact for all escalated issues, providing regular updates to stakeholders and customers on the status, progress, and estimated time to resolution.
§ Identify and assess the impact of critical incidents on business operations, escalating appropriately to senior management and triggering the necessary crisis management procedures.
§ Facilitate problem-solving sessions and bridge communication between technical teams to expedite incident resolution and ensure effective knowledge sharing.
§ Analyze incident trends and patterns to identify areas for improvement in processes, tools, or training, and provide recommendations to prevent future escalations.
§ Develop and maintain escalation management policies, procedures, and guidelines to streamline and standardize the escalation process.
§ Conduct post-incident reviews to identify root causes, lessons learned, and areas for improvement, and drive the implementation of corrective actions.
§ Provide leadership and guidance to the support team during high-pressure situations, ensuring a focus on customer satisfaction and continuous improvement.
§ Stay up to date with emerging technologies, industry best practices, and trends in escalation management to enhance operational efficiency.
§ Good experience with Active Directory, Microsoft Office 365, and Intune Setup/ Deployment
§ Strong knowledge of MS Azure products and Cloud services.
§ Good experience on-premises to Azure migration.
§ Strong Knowledge of Data Storage, Virtual Machines, and Backups.
§ Good experience in Setting up VM subnets.
Email - SauravS@cloud9infosystems.co.in
Contact - 9892325101
Cloud 9 Infosystems, Inc.
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Mumbai, Maharashtra, India
Experience: Not specified
Salary: Not disclosed
Mumbai, Maharashtra, India
Experience: Not specified
Salary: Not disclosed