Will work in shifts across the week and Day (Time)
Monitor the open tickets of his region.
Follow up with states for the resolution of tickets basis the threshold defined for the ticket resolution or escalate to respective OC leads.
Open the tickets assigned to him from the State/Regional OC.
Understand the issue raised, resolve the same and close the ticket.
Incase ticket cannot be resolved by self, coordinate with the respective team and ensure resolution and closure.
Escalate to COE for any issues that cannot be resolved.
Will help Load balance Issues resolution, Assign cases from state and resolve at NHQ . (increase in numbers for a state)
Ensure reports/dashboards are shared and rolled out to all OC teams in state / NHQ for performance.
Engages the State OC with communications that needs to be cascaded.
Be part of any change management activity which is to be cascaded to the JC/stats in his region .