EXL

Analyzes business data and runs outsourced operations

Assistant Manager

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeNoida, Uttar Pradesh, IndiaNo salary listedIn-person

About the Job

Requirements

Provide support across different shifts in a 24x7 support environment.
Use standard operating procedure-based troubleshooting for alerts, incidents, and issues escalated from the service desk team.
Answer calls, understand user requirements, and provide customer service over the phone.
Operate across organizational levels and cross-functionally within multiple client organizations.
Troubleshoot issues that may span database, storage, systems, and network functional areas.
Adhere strictly to defined service-level agreements.
Understand customer business requirements and translate them into technical requirements.
Evaluate advanced technologies and recommend appropriate solutions.

Responsibilities

Troubleshoot and resolve Digital Services issues.
Identify difficult or time-consuming problems and escalate them promptly to cross-functional Level 2 and Level 3 teams.
Analyze ticket trends to identify areas for improvement.
Maintain the production-issues tracking spreadsheet.
Generate regular reports as defined and ad hoc reports as requested.
Anticipate future needs based on current usage and make recommendations.
Review daily reports and recommend changes based on trends.
Interface with the Application Development and Database teams to help address, define, and resolve problems.
Acknowledge and communicate reported issues.
Escalate issues based on urgency and business impact.
Handle Priority 1 and Priority 2 outages as Incident Manager and participate in problem management by coordinating with Level 2 and Level 3 teams.
Establish governance among Level 2 and Level 3 teams, account managers, and area and regional managers to understand and prioritize business needs.
Acknowledge, resolve, or escalate issues in a timely fashion.
Track team key performance indicators and service-level agreements.
Ensure high levels of customer satisfaction.

Basic FunctionTroubleshoot and resolve issues for Digital Services. This includesAble to provide support across different shifts in 24x7 support ;environment.SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk teamUnderstand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.Identify Areas of improvement by analyzing ticket trend. ;ReportsMaintaining Production Issues Tracking spreadsheetGenerate reports as defined on regular basisGenerate adhoc reports as requested ;OthersAnticipate future needs based on current usage and make recommendations for the sameReview daily reports and recommend changes based on trendsInterface with the Application Development team / Database Team to help address, define and resolve problems as they occurAcknowledge and communicate reported issuesEscalate issues based on urgency and business impactEssential FunctionsHandle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teamsEstablish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business needAble to answer call and understand user requirement to provide a good customer service over phoneAbility to operate at all levels within the organization and cross functionally within multiple client organizationsAbility to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and networkAcknowledge, resolve and/or escalates issues in a timely fashionStrictly adhere to defined SLAsUnderstand business requirements for customer base and be able to translate them into technical requirementsEnsure the highest levels of customer satisfactionSpecific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutionsKPI / SLA tracking for Team

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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