EXL

Platform Technology- Sr Analyst

EXL  •  Noida, IN (Onsite)  •  4 months ago
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Job Description

  • 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
  • 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

Minimum 2 years of experience in remote desktop support, Voice integration with US based end users.

EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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