Posted 12 June, 2026
240923-Assistant Manager
ExlService Holdings, Inc.
Noida, Uttar Pradesh, India
Full Time
Reference: 218_689623_EXL-AM-1445690
Basic FunctionTroubleshoot and resolve issues for Digital Services. This includesAble to provide support across different shifts in 24x7 support ;environment.SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk teamUnderstand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.Identify Areas of improvement by analyzing ticket trend. ;ReportsMaintaining Production Issues Tracking spreadsheetGenerate reports as defined on regular basisGenerate adhoc reports as requested ;OthersAnticipate future needs based on current usage and make recommendations for the sameReview daily reports and recommend changes based on trendsInterface with the Application Development team / Database Team to help address, define and resolve problems as they occurAcknowledge and communicate reported issuesEscalate issues based on urgency and business impactEssential FunctionsHandle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teamsEstablish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business needAble to answer call and understand user requirement to provide a good customer service over phoneAbility to operate at all levels within the organization and cross functionally within multiple client organizationsAbility to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and networkAcknowledge, resolve and/or escalates issues in a timely fashionStrictly adhere to defined SLAsUnderstand business requirements for customer base and be able to translate them into technical requirementsEnsure the highest levels of customer satisfactionSpecific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutionsKPI / SLA tracking for Team
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
