Responsible for real-time monitoring of Proactive and real-time customer & process KPIs
Raise ticket thru the alarm system for closure.
Follow up with the process owner / resolver for the closure.
Deep dive into the issue & resolution to create a RCA.
Ensure immediate resolution of all customer impacting issues through escalations to respective teams and functions.
Identify and highlight reoccurrence of a resolved issues and escalate to continuous improvement team for permanent fix.
Real-time Prediction thru analytics.
Inform the relevant process owner for any process gap identified.
Identify, Raise and manage crisis situation.
Support Process owners for issue closure.