[New Job Vacancy] Ticket Escalation Coordinator job in Novartis, (Hyderabad, Telangana) – Jobs in Hyderabad, Telangana

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Job Opening details:-
Company Name :-
Position Name :- 
Ticket Escalation Coordinator
Company Location :-
Hyderabad, Telangana
Job Category :-
Jobs in Hyderabad

Full Job Description :-

105,000 people re-imagining medicine for more than 750 million people globally. That’s also the number of people in Novartis you may impact as our new Integrated Services Associate as part of a team that enable, support and deliver major service transformation initiatives globally

Your responsibilities include but not limited to :

1 plus years of ticket management and support experience across any function (IT, HR, Finance etc.)Demonstrate ability to arrive at a fair understanding of why a ticket is raised and its impact for the user, possible interdependencies and challenges, and respond to the escalation accordinglyReceiving, analyzing, acknowledging, and initiating the escalation management process based on the criteria specifiedReviewing and understanding the escalation request through the associated incident and service request records, identifying suitable POCs within domains, and engaging them to address the help requested by the userCoordinating between the domain specialists, incident owner, service request owner, and other support team members in the mentioned area of expertiseEstablish and communicate accurate expectations identified through the escalation procedures and coordinated efforts, enabling user reassurance and satisfaction throughout the ticket escalation lifecycleCoordinating with the users to gather inputs and develop an escalation management approach as per requirementsDocument, update and maintain escalation activity records at each stage, informing the user about the ticket escalation progress
Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Minimum requirements
Excellent written and verbal communication skills. Ability to communicate clearly and concisely with personnel across the engagement matrixInspire confidence in the user to have their concerns addressedAbility to negotiate with the support teams and influence quick resolution of user concernsCreate and maintain clear and concise documentation of escalation activities performed
Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what’s possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Imagine what you could do here at Novartis!

Commitment to Diversity & Inclusion:

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Business Unit
Work Location
Hyderabad, AP
Company/Legal Entity
Nov Hltcr Shared Services Ind
Functional Area
Information Technology
Job Type
Full Time
Employment Type
Shift Work
Early Talent
NoHiring InsightsJob activityPosted 11 days ago

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