Associate

Job Description (Posting).

7+ years of experience in Writing policies and standards.

Experience in regulatory documentation for an effort to re-write/update CTO Policies and Standards.

Experience or understanding of ITIL, COBIT and/or FFIEC guidelines

Strong written and verbal communication skills, grammatically correct

Understanding of ITIL functions a plus.

Microsoft Word skillset to create Policy and Standards documents in prescribed format.

Strong experience interfacing with functional/technical teams and executive management

(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.