Agent Issue DRI

Agent Issue DRI

Job Summary

The Agent Issue DRI serves as the primary point of contact for the escalation, validation, and coordination of technical access and tooling issues impacting vendor agents. This role centralizes issue intake, ensures quality control of reported incidents, analyzes trends across multiple vendors and locations, and communicates resolutions back to operational teams to improve efficiency and reduce repeated incidents.

Key Responsibilities

• Centralized Issue Aggregation:

• Act as the single escalation point for all technical agent issues reported by Vendor RTO Analysts and Password Teams, shifting issue management away from frontline agents into a centralized support function.

• Ticket Review & Consolidation:

• Analyze incoming tickets from multiple sites and vendors to identify duplicates, patterns, and correlations, distinguishing between isolated incidents and broader infrastructure or ...