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.
About Moxtra Moxtra provides a client engagement platform designed for the mobile era. Our solutions deliver high-touch and personalized digital experiences to enhance omni-channel client engagement and accelerate transactions. We are a fast-growing start-up company with good customer base in APAC, US & EUROPE region in Banking (Relationship / Wealth Management) & Financial Services domain. Moxtra HQ is located at Cupertino, CA with development/support offices in China, Bangalore & Singapore.
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Moxtra Solution Private Limited recruiting Retainer candidates nearby Bangalore(Indiranagar ).Moxtra Solution Private Limited vacancies for Retainer is recruited through Written-test, Face to Face Interview etc. Moxtra Solution Private Limited Company recruits a lot of candidates every year based on the skills BPO, Business Development, Customer Care Executive, Customer Relationship.... The candidates with BE/B.Tech are selected to full fill the vacancies in Customer Service / Tech Support job field. The candidates nearby Bangalore(Indiranagar ) can apply for Retainer position in Moxtra Solution Private Limited. All candidates should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to the Moxtra Solution Private Limited recruitment, candidates are mostly chosen for the department of Customer Service / Tech Support . To learn more about the current jobs and other details, it is better to go through official site of Moxtra Solution Private Limited and Freshersworld. Find the latest jobs near you and near your home. So, that you don’t need to relocate. The Freshersworld is a leading employment portal that researches the official site of Moxtra Solution Private Limited and provides all the details about the current vacancies, the application process, selection process, interview test details, important dates and other information. Search and apply for the top job positions in Moxtra Solution Private Limited and near your city and get a secured career.
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