Analyst - Command Centre and Experience Monitoring

Mumbai, Digital
We’re looking to add to our talent pool a Command Centre & Experience Monitoring Analyst. The role reports to Manager – Monitoring
The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.
Roles and Responsibilities:
  • Be a part of the operations team working on ‘Monitoring and Reporting’ on various platforms with base technical / network knowledge
  • Work on different tools which will help to identify Customer experience monitoring
  • Handle troubleshooting on server issues & front end issues
  • Conduct extensive quality checks while executing client request
  • Interact with client stakeholders to understand the customer impact and severity of the issue
  • Create a report on a daily and weekly basis on alerts observed on different Dashboard
  • Help to create documentation on new projects and get trained on different activities
  • Handle daily hands-on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platforms and excel / PPT
  • Interact with client stakeholders for validation