VU

Program Analyst-IT, IT Voice Support role

Bangalore ₹6-10 LPA Posted 17 Jun 2025

FULL TIME

Coordination

Access Management

It Support

Manage IT deliverables for Voice support across multiple shifts with rotational weekly offs
Maintain close working relationships with IT support teams, service management, business, and IT security teams to ensure effective user access and incident management
Process client requests as per organization's security policies and existing mainframe access control lists
Display high standards of professionalism, email etiquette, and ownership for handling and resolving requests
Exhibit team spirit and cohesiveness to manage requests and sub-tasks effectively
Manage deliverables for Voice and Chat support access provisioning within offshore scope
Route requests to appropriate resolution groups when out of offshore team's scope
Monitor status and progress toward resolution of open incidents
Provide access as per user requirements and keep requestors informed on progress
Assign incidents, escalate process-related matters if required
Coordinate with other support teams for resolution and closure
Communicate with Aviva employees, contractors, and vendors via telephone, email, and electronic communication
Collaborate with sister departments to fulfill requests while maintaining ownership