Responsible for achieving daily Contractual SLAs location wise and Internal KPIs are met as per agreed target
Responsible for reducing and controlling process errors through error log analysis and training. SLAs to be met at location level
Responsible to ensure daily controls are adhered and relevant supporting evidence are maintained as per requirement
Responsible to reduce Overdue & Number of Tickets in OTRS. Monitoring Prompt usage and ensure full compliance
Responsible for reducing cost by eliminating overtimes and on calls, increase in efficiencies, shifts, seat utilization and bench reduction.
Responsible to report to Hierarchy on the health of the process on a weekly basis.
Encouraging Idea Generation& best practice sharing among team members.
Responsible for proactive planning for seamless transition of One ERP location
Effectiveness in resolving issues / escalations – prompt response and resolution of case, visibility and transparency to all relevant stakeholder, robust action plan for avoiding repeat.