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Amdocs

Job Notification in Amdocs, Gurgaon for Technical & Business Operations Analyst


Technical & Business Operations Analyst
MS Office
0 - 0 Years
Gurgaon
Any Graduate
19/07/2017

Company Profile:
Amdocs is a leading software & services provider to the worlds most successful communications and media companies. As our customers reinvent themselves, we enable their digital and network transformation through innovative solutions, delivery expertise and intelligent operations.


Job Description:
  1. Perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
  2. Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
  3. Run methods and procedures to provide resolution to known/recurring issues.
  4. Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
  5. Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. 
  6. Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
  7. Follow standard operating procedure and update checklists for quality assurance and progress tracking.
  8. Ensure seamless handover between shifts.
  9. Monitor and publish the SLA achievement by keeping track of all KPIs.
  10. Ensure crystal clear communication and documentation as point of contact.
  11. Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
  12. Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.
  13. Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.
  14. Requires 24*7 support.
  15. Should be a quick learner.

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