LUMEN IT INDIA PVT LTD
|Information system consultant 1
Bangalore, Karnataka, India
Full time
Summary
responsible for both investigating technical issues and coordinating with cross-functional teams. I analyzed incident trends and identified that root cause investigations were often slowed by lack of clear ownership and delayed escalation. Actions Taken: I took ownership of the ticket triage process, implemented a clear escalation matrix, and proactively communicated progress to both customers and internal stakeholders. I established regular review meetings to address knowledge gaps and created troubleshooting documentation for recurring issues. Through collaboration, I streamlined communication channels and ensured that critical incidents received expedited attention. Impact: The average resolution time for high-priority incidents was reduced significantly. First Contact Resolution rates improved as team members became better equipped to handle known problem scenarios. Customer satisfaction scores increased, and contractual SLAs were consistently met or exceeded.