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%

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