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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
What you will be doing:oEnsures that Technical Support cases are being answered within established internal service level goals. oIf gaps existing in schedules during the day, the Command Center Specialists will work with the Delivery Managers to identify those gaps and how best to fill them to meet our customer needs in the moment they are looking for help. oThis team will cover all of Veritas Support Solutions globally real time with pre-defined plans for business continuity. Some of the activities below are examples, but are not necessarily limited to these functionsoManages real-time activities across all sites around the globeoMakes CTI skill changes as neededoTracks Real Time Reporting needsoSends out service level performance reporting by tier at certain intervals of the dayoWatches RTA, Real Time Adherence Tools for Schedule ComplianceoWatches each skill or queue real time to ensure cases are being picked upoWatches our outsource vendor queues and RTA also to ensure a consistent customer experienceoManages outage incidents of critical tools and is the single point of contact for IT and the businessoRunning, supporting and/or maintaining components of infrastructures (databases, reports, analytics, scripts, tools, techniques) which enable Technical Support oManagement oPreliminary analysis of operating results from trend reportingoShift Timings: Rotational-(24/7)What skills, experience and education you need as a team member to succeed:o2-4 years total experience with a minimum of 2 years in workforce management tools and technologies. oStrong on Excel skillsoBasic knowledge and understanding of database structures, SQL, and Advanced Excel a plus,
Keyskills :
servicelevel advancedexcel commandcenter datamanagement it sql cti rta turn excel water ocean veritas harness scripts command echnicalsupp kf cemanagement perf mancerep ting vend