Responsibility:？ Working in corporate environment, handling calls/emails/Enterprise Wechats/web tickets.？ Escalate problem to respective resolver team with designed ticket routing procedures.？ Identify trend of calls/tickets and highlight it to Incident Manager (IM)/L1.5, TL, SDM as appropriate (Outage confirmation)？ Ensure Follow up mechanism is in place, target customer’s issue resolution in an optimized manner enhancing Customer Delight？ Ensure consistent productivity and quality of service？ Meet customers SLAs and individual KPIs？ Should manifest flexibility to support operational requirements？ Maintain highest level of ethical work standards and be compliant with Organization