FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

FAB GBS India is looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry. 

Job Purpose:

Handling the Real Time Management Analyst for the department

Key Accountabilities:

Generic Accountability

Reporting to the Engineer Manager, IT-Help Desk, to deliver end user technology solutions, serve as a subject matter expert in end user technologies, represent the ‘voice of the end user’ in cross-team planning & delivery and drive the End User Computing team’s focus on delivering an exceptional end user experience. 

Job Context:

Specific Accountability

• Track the waiting time & idle time and alert agents.
• Control - Calls waiting, Breaks, AUX, ABN calls.
• Manage longer queues and assist agents to wrap up the call with the AHT SLA.
• Manage and resolve technical issues faced by agents
• Prioritize and assign internal & cross-functional projects, and ensure project delivery quality & timeliness commitments are met.
• Prioritize and assign day-to-day operational support issues/tasks.
• Monitor team performance to ensure service levels and expectations are met.
• Act as primary point of escalation for management and key users on urgent issues (including off hour support).
• Accountable for maintaining & managing end user hardware and software assets.
• Setting the right KPIs and OKRs for Service Teams and tracking progress
• Manage EUC Engineers, including hiring, training, coaching, remediation, and performance reviews
• Look to continually improve all aspects of the End User Computing.