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ESG - Lead

  8 to 11 Years    Hyderabad

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Job Description :

Should have experience in ESG (endpoint security) technologies…

Tech Support Lead shall perform the tasks set forth below:

  • Assist with rota management, and ensure staffing requirements defined by Client forecast are met at all times
  • Monitor and assist in managing phone queues and CSS Corp resources
  • Assist with backlog reviews, and help drive cases to resolution or escalation
  • Assist with case distribution
  • Provide hands-on support for critical incidents, or if demand exceeds availability of L1 or L2 resources
  • Assist in coordinating case transfers to and from all regions
  • Work with CSS Corp resources to ensure that SLAs are met at all times
  • Audit CSS Corp resource cases to identify and document technical and process improvements and coaching opportunities
  • Consolidate high call drivers and internal process issues, and review with Client and CSS Corp to create improvement plans
  • Collaborate with GES, training team and L2s to prepare tests for quarterly resource assessments
  • Proactively identify and intervene in cases which may cause negative customer satisfaction
  • Prepare case reports as and when required for management review
  • Work with Client Knowledge Management teams to develop process for creating KB articles and supporting community forums

Become SME for at least two (2) technologies, processes and tools and deliver knowledge sharing.

Hands on Exp. In Networking & Securities .

Shifts: Rotational with night shift



Key Job Attributes :

Educational Qualifications :


Key Skills :

Endpoint Security Networking Security

Contact Details :

Email Id : vasavi@handigital.com

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