Mohammad Haris Siddiqui

Information Technology Field Engineer @Hexaware Technologies

Deliver comprehensive support via the most effective channel for the customer. • Respond to, triage, and escalate issues as appropriate. Diagnose and resolve customer support issues and own the lifecycle of incidents, requests, and problems for the client base. • Mobilize internal support resources as needed and work with vendors and partner teams on appropriate escalations. • Manage updates on issues to ensure client satisfaction and productivity. • Review trends in ticketing systems and with working groups to identify recurring problems, potential problems, or problems and incidents that affect multiple clients to effectively find solutions and manage an organized response. • Assess the need for new solutions on an individual or large-scale basis, and seek to build supportable, sustainable, and scalable solutions where possible • Design and deploy standard client support processes, plan and schedule installation and deployment projects. • Partner with applicable vendors and partner teams to assist with root cause analysis, problem management, and to ensure efficient operations within the ecosystem. • Develop documentation for processes, policies, and procedures and manage the overall scope, quality, and effectiveness of documentation as it evolves. • Manage the creation and modification of documentation for known resolutions and solutions to common problems within the Knowledge Base/FAQs. • Inform and empower our client base, and understand their mission and function