Manage incidents and service requests from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and the customer informed of progress throughout the lifecycle.Manage high impacting incidents effectively and professionally, driving restoration of normal service quickly and efficiently.Responsible for global facilitation and response of all major incidents impacting mission critical business applications and infrastructure services on a 24/7/365 basis.Management E2E of all major incidents and major incident risks within scope and SLA.Managing/hosting technical and management level bridge lines as appropriate for high priority and major incidents.Responsible for service improvement activities as part of the Process Enhancement for Incident Management.Managing incident communications to ensure users are always up to date with relevant information about their incident.

Driving high priority tickets such as P1 & P2 and driving the COP (Critical Outage Process) end to endCommunicating to the business stakeholders and L4 leadersTraining new hires & conducting weekly session on the process updatesMaintaining knowledge base with 4000+ active SOP & COP articles

Handling users IT related issues and act as level 2 support for SDBuild and maintain laptopsBuild and maintain Thin ClientsProvide IT technical support to Citrix, Virtual Desktop, o365, SCCM, Intune, CommVault and engage L2/L3 teams if neededMonitoring health of servers, systems, storage, backup, application, network, and IT InfrastructurePerforming daily proactive health check of the infra and applications as documented by L2/L3 teamsService requests - Ensure service requests are directed and actioned by the appropriately skilled staff.Project participation. Active and strong participation across a number of different areas within the IT department and business areas