ALETHEIA TECHNOLOGIES Pvt. Ltd - Mumbai, Maharashtra - Acknowledging the tickets and aligning Tickets/incidents to resolver team, responding to telephone calls, email and log the issue in the ticketing tool within specified time frame. * Follow-up, updating tickets & ensuring ticket closure within defined SLA. * Identifying and Escalating the issues requesting urgent attention, coordinating with vendors and escalating tickets in case of delay resolution * Involved in coordinating with other support team for various issues pertaining to P1 and P2, P3, P3, P4, P5 tickets and redirecting incidents to appropriate team. * Handle breakdown calls on operating system, Peripheral devices and networks *Monitoring, tracking, and communication (monitoring the progress of the resolution of the incident and keeping those who are affected by the incident up to date with the status) *Sending Outage notifications to the customer (documents that contains detail information *Setting up and leading conference callor bridge communication between all involved p...
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Thursday, March 21, 2019
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