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Intern, Service Management

Location: Bangalore, KA, India
Job ID: 1003578
Company: Ocwen APAC

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Job Description


POSITION SUMMARY:
End to end accountability of managing the incidents across their lifecycle. Coordinating with various technical resources to resolve incidents on priority and perform escalations as needed. Send email with the updates to IT and Business to keep them apprised of the status of incidents.

JOB FUNCTIONS AND RESPONSIBILITIES

- Primary responsibility includes identifying teams to participate in troubleshooting the incidents
- Communicates incident status in a calm, clear, accurate and concise manner
- Monitoring the status and the progress towards the resolution
- Provide complete and accurate information on the event which helps in providing appropriate resolution
- Facilitates technical and other resources through service restoration and recovery efforts for escalated incidents
- Ensure that technical staff updates tickets and IM process is correctly followed
- Start and drive incident bridges proactively/actively until resolution
- Keeping the affected Incident Initiator updated on the progress
- Following the escalation (this include technical, vendor and management) and communication (this include standard and management) procedure
- Confirm resolution and resolve the Incident record
- Documents incident events, resolution and follow up action items and prepare post incident reports.


EDUCATION / EXPERIENCE

- Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax.
- Basic knowledge of IT and basic awareness of Microsoft tools like word, excel etc.
- Willingness to work in a 24*7 environment on rotational shifts.
- Passion for customer service.

WORK SCHEDULE OR TRAVEL REQUIREMENTS
- 24/7 role
- Hybrid, mostly work from home

About Us


Company: Ocwen APAC


Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen's mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put "Caring in Action" while growing your career.

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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