Sr. Analyst/SME
The Royal Bank Of Scotland
Total years of experience :13 years, 0 Months
Working as L2 support for RBS Group of ATM’s/CDM’s across UK & Ireland using various tools such as Gasper workstation, Connex (main-frame), HP Service manager 9.
Acting SME for onshore and offshore teams.
Monitoring Team Performance (Inbound and Outbound calls) -Track Daily / Weekly Volumes / SLA - TAT & Accuracy using Avaya Site administration tool for agents aux mode, auto-in mode, AHT, ACW etc..,
Staff mentoring and coaching and providing technical assistance and First point of contact for escalations / queries from colleagues
Worked efficiently to strict SLA targets while adhering to RBS legislation processes. Build up and solidify good contacts with areas both internal and external to the business area.
Knowledge transfer activities, both in-country and globally
Identify several areas of Service Improvement and put forward new ideas
Incident management: raising an incident, criticality assignment, assigning incident to respective team, preparing/reviewing/authorising knowledge solution documents, maintaining SLA within the limit etc..,
Stakeholder management: Conducting weekly/daily review calls to discuss about team performance, atm availability, escalations, and process improvement.
Provide support to the branch officials & site staff’s to perform basic troubleshooting steps to resolve the fault on the atm.
Mailbox - monitoring and action of incidents & e-mails relating to ATM support, received from ATM Operations or other stakeholders Report Production - generating an hourly current state report to monitor the atm faults and ensure the atm availability above 98% all the time.
Responsible for preparing monthly shift rosters
Responsible for creating SOPs, EUDA
Conducting Technical round in the hiring process.
Responsible for conducting training new joiners,