Roles & Responsibilities:
Handling incidents and order tickets as per SLA / KPI
Experience in referring KB articles or FAQs to address tickets and continuous updation of solution database as per handling of tickets
Knowledge on classification of tickets and forwarding to different solution groups for addressal or overall incident responsibility with coordination among different solution groups to address the tickets as per SLA / KPI
Professional user management while handling tickets / orders
Documentation of tickets
Handling of ticket peak loads in case of peer non-availability
Knowledge about assignment of authorization to various roles, authorization concept preparation and maintenance
Participation in the rollout activities including testing the instance, coordination with sites and product owner for change requests
Annual / half-yearly checks on authorizations and revocation when not necessary
Incident and order reporting on daily basis to lead