Sterling Connect Direct

IBM Connect Direct and Secure plus experience, responsible for installation, setup, configuration and maintenance of the tool
(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
(2.) To provide support for on call escalations orL3 level support and doing incident and problem management
(3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives.
(4.) To adhere to quality standards, regulatory requirements, and company policies
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
(6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.