[24]7.ai Internship Program 2021

[24]7.ai Internship Program 2021:-

[24]7.ai Internship hiring candidates for the role of Enterprise Solution Support (ESS) Analyst – Intern for the Location Bangalore, India . The complete details [24]7.ai Internship Program 2021 are as Follows

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Company Name:- [24]7.ai

Position:– Enterprise Solution Support (ESS) Analyst – Intern

Stipend:- As per the company standards

Work Location :– Bangalore , India .

Employment Type:- Intern

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Requirements:-

Diploma or Bachelor’s degree
Experienced in defining criteria for Incident Management
Strong communication skills
Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on ones feet, fast thinker
Ability to understand and communicate high level technical concepts
Process driven; leverage existing sustain processes to efficiently execute duties
Excellent communication both written and verbal. Facilitation, and elicitation skills to communicate with stakeholder groups
Basic understanding of ticketing systems and workflow

Job Description:-

Functions as the first point of contact for users.

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Responsibilities:-

Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Escalate Major Incidents to the Incident and/or Problem Manager
Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
Owns all Incidents and Service Requests throughout the lifecycle

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Key Responsibilities:-

Responsible for managing life cycle of incidents
Perform initial severity assessments and mediate and severity assessment disputes. Escalate to team lead as appropriate.
Responsibility for ensuring that incident information is communicated effectively and clearly to the proper Technology teams, business contacts, and management
Responsible for the driving, oversight and direction of the Incident resolution efforts. Ensuring timely response to major incidents, the proper documentation of those incidents.
Ensure that incidents are escalated and facilitated to enable efficient and timely service restorations
Ensure the correct technical staff is working on an incident
Escalate issues during the issue resolution

Result Areas:-

Quality of handling incidents (communication, coordination, adherence to process)
Percentage reduction in the outage time of Incidents affecting service to Customers
Number of Incident resolved through the Incident Management process