Job Description

Role Summary:

Responsible for managing and prioritizing incidents, service requests, and problems (INC, RITM, PRB, P1/P2), handling enhancements (AERs), gathering requirements, conducting discovery sessions, and translating business needs into clear technical use cases and acceptance criteria. Ensures SLA/OLA compliance, monitors KPIs and CSAT, manages escalations, and collaborates with global stakeholders while maintaining governance standards.


What you’ll do:

  • Categorize and prioritize tickets (INC, RITM, PRB, P1/P2).
  • Sizing Enhancement requests into Minor, Medium, or Major AERs ( Application Enhancement Requests )
  • Requirement Gathering,
  • Initiate discovery meetings,
  • convert requirements into use cases and acceptance criteria
  • push back requirements which are not feasible in platform
  • Monitor SLA/OLA, CSAT, and aging tickets.
  • Handle escalations and...

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