Job Description

• Should have 1 -2 years of experience in FCR and FCC Application
• Logging of new incident tickets service requests in IT helpdesk tool for issues reported through call or email
• Monitoring of tickets logged through ticketing tool
• First Point of Contact and entry point for Business User’s Incidents and Service Requests
• Monitoring of mass incident tickets and re-prioritization/logging of incident tickets if required
• Direct resolution of Incident and Service Request Tickets based on available information in KEDB
• Routing tickets to further support units across L2’s, when not resolvable at L1
• Establish, maintain and update KEDB to enhance resolution efficiency at L1
• Seamless Coordination with Incident & Problem Management Teams
• Alert monitoring & follow with respective teams for closing the alerts
• Master Maintenance Activity (Holiday marking, Product creation, Branch creation, role mapping)
• Patch deployment on Pre-prod and Production
• EOD/BOD monitoring
• EOM Monitoring
• EOM pre-Health check activity
• Ticket resolution IM & RF
• FLR of 70%