KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
L1 Support
1. Ensure ticket to be raised for each & every issue
2. Proper allocation of L1 engineers for HDFC & Non HDFC channels
3. Ensure all calls to be answered by L1 (Helpdesk Team)
4. Timely closure of all tickets with the help of L1 & L2
KRA2
Create dashboards and MIS reports
1. Ensure that accurate dashboards are prepared to track the usage of processes by coordinating with various stakeholders
2. To assist in creating other MIS reports within the given timelines
3. Provide report to end user for adoption rate of digital tools
KRA3
Monitor usage and continuously help on achieving usage goals
1. Engage with end users proactively basis analytics of usage & take corrective action including escalation matrix to channel leadership.
2. Assist in preparing presentations for the Steercom on the progress and set up meetings for interventions/support that may be required from them from time to time.
