Shift Manager Jobs in Gurgaon - orange business services india technology private limited

●      Monitoring & Managing Nationwide building Society Branches and Contact Center Network Devices.

●      Providing remote support on cases raised in ticketing tools (Service Now/ Manage Engine).

●      MINC Process is followed for resolution of the various type of Incidents some of the issues are listed below:

-         IP Phones related issue.

-         Branch related issues.

-         User account related issue.

●      Configuring and troubleshooting day to day issues in IP telephony Network.

●      Perform Daily Health of Voice Systems and Servers before Branches and Contact Center resume their Operations.

●      Dial peers configuration and troubleshooting.

●      Create and update LWI and Knowledge Articles.

●      Create and sending Daily Jeopardy report to Higher Management is a part of our daily activity.

●      Raised ticket and working with 3rd party venders like (Verint/Softex and RMG) for resolution of an incident.

●      Daily activity involves working closely with change management team in order to raise the change and perform the same.

●      Raising a Problem Record on one or more recorded Incidents to identify underlying Root Cause while proactively doing follow-ups with the Problem owners.

●      Drive all Problem Records towards Root Cause Identification and Permanent Fix.

●      Work closely with all theInternal, Technical, Service Management Teams and external stakeholders like customer and 3rd party.

●      Remote Troubleshooting, Problem Isolation and Provide Resolution.

●      Troubleshoot and ensure timely resolution of the Issues reported within Defined SLA.

●      Worked as an OCIL (Operations Continuous Improvement Lead) for Voice Operations Team.

●      Providing sessions/trainings to the Team on Continuous Improvement so as to ensure improvement in existing services which is helpful to Operations, customer services/people for skills and troubleshooting.