Purple Drive
Roles and Responsibilities
1. Transition from previous shift and get familiar with the ongoing things
2. Monitoring Dashboards and E-mail alerts.
3. Investigating and Troubleshooting any issues or alerts that reports in the dashboards
4. Helping Application Teams with their BAU requests S. Making sure the changes are scheduled and transition them for the next on-call
6. Follow up on the support tickets, if any.
7. Join major incident calls/incident calls as needed and troubleshoot the issues
(1.) To provide support for on call Lscalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SlA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update and management. Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
1. Transition from previous shift and get familiar with the ongoing things
2. Monitoring Dashboards and E-mail alerts.
3. Investigating and Troubleshooting any issues or alerts that reports in the dashboards
4. Helping Application Teams with their BAU requests S. Making sure the changes are scheduled and transition them for the next on-call
6. Follow up on the support tickets, if any.
7. Join major incident calls/incident calls as needed and troubleshoot the issues
(1.) To provide support for on call Lscalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SlA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update and management. Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases