Subject Matter Expert - Managed Services

Division: Technology Services
Position: Subject Matter Expert - Managed Services
Location: Hybrid (Gurugram/Mumbai)

Purpose of the Job:

Manages overall personnel, performance, daily operations, and self-discipline and drives specific improvement projects as required by the Management Team from time to time.

Key Responsibilities:

  1. Be accountable and responsible for actions taken by yourself and your team.
  2. Take ownership of tasks assigned.
  3. Providing training to new and existing team members whenever required.
  4. Handling escalations and complaints, doing RCA, and sharing detailed reports with Management and clients.
  5. Auditing cases, sharing feedback, and coaching the team as required
  6. Preparing and Managing KBs.
  7. Working with management towards regular process improvement.
  8. Handling typical issues as required whenever required.
  9. The candidate will have an added advantage if have exposure to architecting, designing, and implementing solutions using different services & solutions under Azure cloud offerings.
  10. Help Tier 1 and Tier 2 resources address issues related to various Services available on the Azure platform.
  11. Will be responsible for updating and sharing daily, weekly & monthly tickets tracker & analysis.
  12. Defining key management routines and governance strategy to ensure effective business process execution.
  13. Should have a technical bent of mind to use available tools and platforms to diagnose and troubleshoot reported issues for various services.
  14. Responsible for handling individual projects related to new implementations, improvisations, or migrations from multiple source platforms.

About Quatrro Business Support Services (“Quatrro”):

Quatrro is a technology-enabled, cloud-based outsourcing firm to small, mid to large enterprises across industries that’s changing the way companies think about finance and accounting and technology services. They provide world-class teams combined with highly personal service, and a portal that let you see and manage everything online.  The trouble with most back-office outsourcing solutions is that they leave you with too many missing pieces – in the client experience, in the work delivered, in the reporting you receive, and more.  With smarter systems and over 2,300 specialists in fields ranging from finance to technology services, Quatrro helps you see further, scale smarter and stand stronger.  And that’s why we consistently achieve very high customer, and employee, satisfaction ratings. Quatrro. Get More to Go On.