About The Role

Troubleshoot and resolve issues for Business Users. This includes

Able to provide support to voice calls, emails and voicemails across different shifts during US business hours.
Users unable to login/connect to domain.
Access & PW reset on AD and other app.
Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible.
Identify Areas of improvement by analyzing ticket trend.

Anticipate future needs based on current usage and make recommendations for the same
Review daily reports and recommend changes based on trends
Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
Acknowledge and communicate reported issues
Escalate issues based on urgency and business impact

Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
Able to answer call and understand user requirement to provide a good customer service over phone
Ability to operate at all levels within the organization and cross functionally within multiple client organizations
Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
Acknowledge, resolve and/or escalates issues in a timely fashion
Strictly adhere to defined SLAs
Understand business requirements for customer base and be able to translate them into technical requirements
Ensure the highest levels of customer satisfaction
Specific areas of responsibilities include Self driven towards evaluating advanced technologies & recommending the right solutions
KPI / SLA tracking for OSI HelpDesk Team

Bachelor's degree in relevant field with 6-8 years of relevant experience

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Activity Owner