Skills: Excellent communication skills in English and local language - Written & Oral, Process orientated person, Exposure in using Trouble ticketing systems/tools, Expertise in MS Office suite

Responsibilities : To operate under 24x7 basis , Receive and log calls and giving them a trouble ticket , Analyze the call and decide on whom it should be passed-on to as to see assigning impact and priority level to each call, Track and follow-up the problem with the designated person / service provider to ensure SLA commitments are adhered to, Trigger necessary escalations to Team Leader if SLA commitments are not met, Periodic reporting , Periodic Analysis of Call Statistics to reduce repetitive call volumes, adherence to SLA, to suggest required measures to reduce the Call volumes, Keeping track of tickets for closure within agreed SLA with partners, internal teams and external vendors, Obtain & publish RCA’s to stakeholders for Severity 1 & 2 calls, Ensure to keep the End-user informed about delays in advance, Maintain integrity, security and confidentiality of all sensitive information and follow the physical security of the customer operations, Adheres to company asset usage policies. E.g. Internet usage and customer, Display an enthusiasm and willingness to learn , Work together with other local technical groups in order to resolve customer issues effectively