EXL

Analyzes business data and runs outsourced operations

Activity Owner

IT Service Desk & End User SupportPosted on Nov 13

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

About the Job

Requirements

Bachelor's degree in a relevant field.
Two to four years of relevant experience.
ITIL certification.
Good working knowledge of an IT service management tool and its lifecycle.
Ability to provide support by voice calls, email, and voicemail across different shifts during US business hours.
Ability to troubleshoot issues involving databases, storage, systems, and networks.
Ability to understand user requirements and provide customer service over the phone.
Ability to understand business requirements and translate them into technical requirements.
Ability to identify difficult and time-consuming problems and escalate them to L2/L3 teams promptly.

Responsibilities

Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams.
Establish governance between L2/L3 teams, account managers, and area/regional managers to understand and prioritize business needs.
Acknowledge, resolve, and/or escalate issues in a timely fashion.
Adhere to defined service-level agreements.
Evaluate advanced technologies and recommend appropriate solutions.
Track key performance indicators and service-level agreements for the OSI HelpDesk Team.
Troubleshoot and resolve issues for business users, including inability to log in or connect to the domain and access or password resets on Active Directory and other applications.
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 P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
Able to answer call and understand user requirement to provide a good customer service over phone
Ability to operate at all levels within the organization and cross functionally within multiple client organizations
Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
Acknowledge, resolve and/or escalates issues in a timely fashion
Strictly adhere to defined SLAs
Understand business requirements for customer base and be able to translate them into technical requirements
Ensure the highest levels of customer satisfaction
Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
KPI / SLA tracking for OSI HelpDesk Team

Bachelor Degree in relevant field with 2 - 4 years of relevant experience, should be ITIL Certified and good working knowledge of ITSM tool and lifecycle .

Troubleshoot and resolve issues for Business Users. This includes

Able to provide support to voice calls, emails and voicemails across different shifts during US business hours.
Users unable to login/connect to domain.
Access & PW reset on AD and other app.
Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible.
Identify Areas of improvement by analyzing ticket trend.

Reports

Maintaining Production Issues Tracking spreadsheet
Generate reports as defined on regular basis
Generate adhoc reports as requested

Others

Anticipate future needs based on current usage and make recommendations for the same
Review daily reports and recommend changes based on trends
Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
Acknowledge and communicate reported issues
Escalate issues based on urgency and business impact

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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