• Driving the life cycle of all Major Incident records from logging and filtering, Classification, Assessment, Authorization, Coordination, escalation till resolution and Major Problems records from root cause investigation to permanent problem resolution and closure.• Skilled in handling high severity incidents to ensure service availability with minimal delay and impact, towards ensuring smooth operations of an Infrastructure Environment. • Initiating bridge calls and collaborating with the third-party vendor, technical teams for faster service recovery for all the major and critical incidents impacting the business.• Documenting key actions and events during the conference call.• Notifying to senior leadership of current status and impact through emails.• Organizing and chairing post-incident reviews for critical incidents, engaging internal and third-party teams to drive process improvements.• Ensuring proper escalation procedures are followed and correct support teams are engaged.• Preparing & updating all process-related documents in the SharePoint site and MS Teams.• Coaching and mentoring team members, providing KT to the new members so that they can understand the process and execute the roles and responsibilities.• Providing on-call support during weekday & weekends. • Working on auditing tickets, validating the comms, providing feedbacks to team members.• Generating and providing status reports and operational metrics in a timely manner; daily, weekly, monthly.

• Provided technical support to users, assisting them with any issues they encountered with the server's applications and associated system problems.• Additionally, conducted daily health checks on Production, DR, and Development machines to prevent major incidents and outages.• Worked closely with technical teams to implement automation processes that allowed for the creation of multiple incidents with just one click. This resulted in a significant reduction in manual work and saved 5 hours of operation time every week.• Collaborated with third-party vendors and technical teams to expedite service recovery for major and critical incidents that impacted the business.• Ensured smooth transitions and minimal disruption to operations as part of the Change Management processes. Collaborated with stakeholders to assess the impact of proposed changes and developed strategies to mitigate any potential issues.• Conducted Change Management training sessions for team members and stakeholders.• To improve incident response time, guided different teams in setting up on-call schedules in PagerDuty. This allowed them to receive incident notifications via email, SMS, and phone, enabling them to address and resolve any incidents or alerts quickly.

• Handling all Major and Critical severity incidents across the entire incident lifecycle in accordance with availability, resolution and restoration of services within agreed SLAs to ensure the continued integrity and optimal network performance.• Actively maintains and monitors major, key, and large-scale IT supplier contract and their Service Level Agreements (SLAs), with key emphasis on cost-effectiveness and time to resolve requests.• Own and facilitate compliance reviews to ensure standards and processes are met.• Manages support staff performance of the High Priority Incident Management process, creating and executing action plans when necessary to ensure continuous improvement.• Form and lead Management Review meetings for the P1 Incidents, as appropriate (review will include Business Impact and technical direction being used to resolution).• Ensures status updates from providers are communicated and delivery problems are escalated as necessary to affect minimal impact to operations. • Preparing Weekly roster for Team Members.

• Manage the processing of incoming calls via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.• Prioritize, track, and document all service activities via Service Management (ticketing) system.• Develop and enforce request handling and escalation policies and procedures.• Provide day-to-day coaching and leadership to the team.• Maintained up to date knowledge of Product and Service changes.• Track and analyze trends in Help Desk requests and generate statistical reports.

• Provide front line technical support by responding to incidents and requests reported by users through multiple channels; email and chat.• Ensures the status, progress, and history of the incident is up to date and correct for incidents that are not appropriately escalated.• Maintaining good relationships with new and existing users.• Giving detailed information about the product and services.