Queue Monitoring & Reporting Analyst

*Monitoring the queues and assign the incidents before missing Response time SLA *Tickets to be assigned with respective Support Engineer according to required skills sets *Follow up with engineer for closing the tickets those are going to be SLA breached *Assigned the tickets which are out of scope to Service Desk/Other Teams. *Daily Report on Incidents/Change/Problem tickets and SLA status *Shift Handover to Next Queue Manager *Summary report on all Major incidents happen on that day *For high number of repeated incidents, you need to relate the incidents with Parent incident and cancel the duplicate incident by marking the parent ticket info. *Detailed reporting with sub-metric drill downs and also summary dashboards have to be published *Trend analysis to be done and data for various time periods readily available *Reports to be generated and published at specific and pre-determined times and days

*Minimum experience of 2 years with 12-18 months of relevant experience in similar role *Process Knowledge ( IM/CM/PM/SR) *Escalation Matrix & entire Team contacts *Incident categorization *Generating the reports from ticketing tool *Working knowledge of service desk reporting tools like Service Now or any other similar tools. *Flexible and able to respond to change *Solutions focused with a can do attitude *Ambitious and respectful to others *Good communicator *Effective team worker *Proficient in the use of modern business technologies