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Magna Infotech
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Title: 

Incident Coordinator - Pune, Maharashtra

Posted On:  8/6/2018 2:36:21 AM
Designation: 

Incident Coordinator

No. of vacancies:  2
Qualifications:  Bachelor Degree
Essential Skills: 
Not specified
Minimum Total Experience:  3
Job Tenure:  Full-time Only
Salary Offered:  DOE
Job Location:  Pune Maharashtra India

  Job Description
3+ years experience required in an IT Service Desk or Support Services environment Profound understanding of Service Delivery and Quality, Metrics and Customer Experience is required Must be fluent in verbal and written English
Must be proficient in using Windows XP and Office 2003-2007 tools, and have established experience in Call Management amp; Case Management applications
Responsibilities
The Incident Coordinator (Duty Manager) is the single point of contact for escalation requests submitted by or on behalf of Partners and Customers across all contract levels (Basic, Essential, and Business Critical)
Receives and reviews escalation requests, assesses case status and escalation content, and liaises with Team Managers and Escalation Managers depending on Prioritization Negotiates with a wide variety of contacts (Sales Account Managers, Business Critical Account Managers, Team Managers, Engineers, Global Support Representatives) to reach an agreement on the best course of action Follow-The-Sun Case Handoff reception, acknowledgement and dispatch within Service Level Goals
Liaises with Engineers on unassigned or escalated cases Raises awareness when call queue situation becomes critical (long hold times, System outages and call transfer issues) and coordinates workarounds and solutions with team managers and other teams Management Reporting
Some reporting queries may fall under the scope, such as unassigned cases, First Technical Response SLAs

  Contact Information
Reference Name (If Any): 





 
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