[24]7.ai Internship 2021: Hiring for Enterprise Solution Support Analyst Intern Post: BE, Btech

[24]7.ai Internship 2021: [24]7.ai Company has announced vacancies for Enterprise Solution Support (ESS) Analyst interns on its official career page. Candidates with the required qualifications are eligible to apply for the above position. The [24]7.ai Internship in 2021 comes with a number of perks and incentives. In the post below, find out if you’re eligible and how to apply, as well as benefits and application links.

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[24]7.ai Internship 2021: Overview

Notification:	[24]7.ai Internship 2021
Post:	Enterprise Solution Support (ESS) Analyst Intern
Type:	Internship
Experience:	Freshers
Salary:	Various Perks & Benefits
Location:	Bangalore, India
Application:	Online

[24]7.ai Internship 2021

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About [24]7.ai

[24]7.ai is redefining how artificial intelligence, human insight, and deep vertical expertise can produce personalized, satisfying customer experiences across all channels. Our advanced conversational AI platform predicts consumer intent and creates frictionless interactions that helps the world’s largest and most recognizable brands to strengthen customer relationships and increase brand loyalty. With more than two decades of contact center operations expertise, [24]7.ai empowers companies to deliver natural, consistent conversations that increase customer satisfaction while lowering costs.

Responsibilities:

Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Escalate Major Incidents to the Incident and/or Problem Manager
Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
Owns all Incidents and Service Requests throughout the lifecycle
Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Responsible for assigning incidents within a group or division
Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
Determines if an incident needs to be escalated according to priority and severity of issue.
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
Identify Incidents for review
Participate in Incident review following major Incidents
Identify potential problems and/or increasing trend of repetitive Incidents
Escalate all process issues to the Incident Manager

Key Responsibilities:

Responsible for managing life cycle of incidents
Perform initial severity assessments and mediate and severity assessment disputes. Escalate to team lead as appropriate.
Responsibility for ensuring that incident information is communicated effectively and clearly to the proper Technology teams, business contacts, and management
Responsible for the driving, oversight and direction of the Incident resolution efforts. Ensuring timely response to major incidents, the proper documentation of those incidents.
Ensure that incidents are escalated and facilitated to enable efficient and timely service restorations
Ensure the correct technical staff is working on an incident
Escalate issues during the issue resolution
Be an advocate for its customers when issues arise
Work with respective support teams for Incident investigation and diagnosis
Understand and manage client expectations to ensure strong client service and satisfaction by meeting the needs of clients in a complete and timely manner.
Minimize the impact of Incidents that cannot be prevented
Facilitate the restoration of service. Facilitate discussions and identify resulting action items.
Facilitate and support lessons learned reviews and track RCA and remediation items.
Interfaces with all levels of management to negotiate incident priorities and outcomes
Adhere to predefined Incident Management Process
Ensure quality of service of this 24×7 function
Maintaining information about Known Errors and Workarounds
Will help determine new methods and develop new procedures for accomplishing work
Identify communication gaps among business and Infrastructure teams and escalate to team lead
Assist with development of incident process documentation & incident reports
Assist in measuring and improving, information and experience within incident management
Routinely reviews critical success factors and key performance indicators that are specific to the execution of the incident management process.
Educate users and technology community about IM services
Reporting and metric measurement

Key Result Areas:

Quality of handling incidents (communication, coordination, adherence to process)
Percentage reduction in the outage time of Incidents affecting service to Customers
Number of Incident resolved through the Incident Management process

Preferred / Required qualifications:

Diploma or Bachelor’s degree
Experienced in defining criteria for Incident Management
Strong communication skills
Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on ones feet, fast thinker
Ability to understand and communicate high level technical concepts
Process driven; leverage existing sustain processes to efficiently execute duties
Excellent communication both written and verbal. Facilitation, and elicitation skills to communicate with stakeholder groups
Basic understanding of ticketing systems and workflow

Selection Process:

Selection Procedure for [24]7.ai Internship 2021 involves :

CV Shortlisting
Interview

How to Apply?

Interested candidates must follow the following procedure to apply for [24]7.ai Internship 2021 Recruitment process:

Click on the “Apply Now” button below. (You will be re-directed to the [24]7.ai’s official career page)
Click on “Apply Now”.
Register, if not registered.
After registration, login and fill in the application form with all necessary details.
Submit all the relevant documents, if asked.
Verify the entered details are correct or not.
After verification, submit the application form.

Last Date to Apply

Apply before the link expires for [24]7.ai Internship Recruitment 2021.

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Apply Online & Official Notice

Official Website

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