Retainer Jobs in Bangalore - Moxtra Solution Private Limited

Responsibilities:
• The candidate is required to manage the complete life cycle of an incident in a controlled and effective manner, manage incident escalations and communicate incident progress, chair incident recovery meetings, create recovery plans, take accountability for relationships with internal and third-party teams, ensure that the incident management process is integrated and works closely with defect management process and drive down incident resolution and time.
• Ability to triage the customer issues and provide the initial investigation and the details.
• Provide engineering support for production and maintenance activities to ensure maximum production.
• Asks probing questions to understand customer operations & needs.
• Contacts customers and other stakeholders to understand their perspective, background, and experiences
• Provide solutions to product and API-related questions raised through partner engagements
• Maintains clear communication of mutual expectations with customers.
• Provides solutions that meet the needs of customers and acts as a trusted advisor
• Evaluate current production activities and make recommendations for improvements.
• Provides training and guidance to team members to accomplish production goals.
• Develop best practices to improve production capacity, quality, and reliability.
• Investigate problems, analyze root causes, and derive resolutions.
• Manage and increase the efficiency of Support Services, through improvement to each function as well as coordination and communication between various business functions & technical teams.
• Excellence in issue/downtime analysis, Root cause analyses, Testing support, issue tracking, SLA adherence & escalation.
• Coordinate with internal and external teams.
• Recording issues (tickets) reported by the client, asking for all supporting information
• Analysis of the problem recreates the incident in a test environment, study logs
• Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
• Creation and distribution of knowledge and information with other team members and the company
• Provide functional support for client queries and report requests from users.
• Identify pain points and provide recommendations to development teams to streamline the business process as much as possible.
• Should be a SPOC for the shift and take complete responsibility for the shift and shift handover.