Ref No.: 18-17941
Location: Tucson, Arizona
Position Type:Direct Placement
Start Date: 03/19/2018
 First Point of contact for any issue impacting the Call Center Agent
Perform Location based health checks to ensure agents can access the applications and associated infrastructure without any issues
Assists to ensure Location wise SOD and EOD reports are published
Ensures all the required knowledge references are accessible for agents to reduce the number of incidents related to User Training  and enhances the effectiveness of the KO's (Knowledge Object's)
Perform routine analysis on the most frequent issues experienced by the agents to perform their BAU activities and engage required support teams(L1/L2)
Provide support for various issues including Standard and Major Incident  situations
Assist L1/L2 teams in terms of providing metrics with regards to impacts during the incident management phase and assist in trouble shooting and MTRS reduction
Act like an incident manager for troubleshooting location based issues and get the required production support teams to drive the resolution
Collaborate with Location Manager and establish transparency to improve service availabilities
Act like a problem manager and ensure all incidents are analyzed at par with problem management standards to ensure the recurrence is avoided
Provide support to evaluate and communicate the Contact Center impacts during the major incidents
Assist in documenting the Contact Center dependencies on the Network, Desktop and Infrastructure for each domain.
Assist in documenting the known issues and best practices to be followed for Site operational support.