Duty Manager

Job Description

Role – Duty Manager

Experience Required: 3+ years

Role Responsibility

The Duty Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via web portal or phone support. Primary job function includes the following:

- Check, validate and track assignment of cases.

- Reassign cases to appropriate queue: network, region wise, etc.

- Assign cases to appropriate engineer

- Monitor the incoming case queues on a regular basis. Assess the requirement and assign the case. Be responsible for generating a daily report on the status of cases

- Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases

- Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected

- Coordinate with other lines of service before transferring cases or accepting cases from other queues.

- Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified

- Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Contact appropriate engineer or alternate contact as identified in standardized work process.

- Examine case audit trail

- Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA)

- Maintain knowledge of applicable service level agreements.

- Monitor and report to management long term trends of queues for SLA compliance

- Provide advice on potential process improvement for general case and queue management

- Mentor new duty managers

- Improve workload balance processes

- Manage SR transfers regional and global centers

Requirements

- Bachelor’s Degree

- Previous experience with a major service case system

- Microsoft Office Suite Trained

- Ability to apply office management practices and administrative support processes

- Ability to work under pressure and tight deadlines

- Ability to work independently and within a team environment

- Outstanding communication and interpersonal skills required

- Skill in the utilization of correct grammar, spelling, punctuation, and required formats

- Effective communication skills - both written and oral

- Ability to multi-task

Location: Bangalore

Work Location: Client Office in Bangalore

Shifts: NASA (rotations happen as per US timezones)

Work Model: Hybrid work model with 3 days work from client office