● Coordinating with Local clients various IT teams, stakeholders, and vendors to ensure seamless service delivery● Incident Management | Monitor Teamwise responding to and resolving IT incidents, minimizing downtime and ensuring service continuity.● Facilitate and lead meetings with all clients to ensure progress on Project, solution and tickets.● Service desk management | Make sure tickets from end users, acknowledge by support team on time and provide solution with in agreed SLA.● Service Level Agreement Management-Monitoring and maintaining service levels as per agreed agreed-upon standards, ensuring the delivery of quality IT services.● ITIL Framework Implementation -Applying ITIL practices to enhance ITSM processes and align them with business objectives.● Introducing innovative automation processes to streamline day today operations.

Acting as an escalation point during Sev1 and Sev2 complex problems. Monitoring the incident dashboard and proactively managing the ticket volume. Producing daily and weekly reports to stakeholders and further discussion on improvement. Working closely with all support teams and managing relevant stakeholders effectively.

Taking responsibility and managing the global service desk whilst liaising with the higher management on daily updates as well as implementing routine goals.Collaborating with the escalation team and knowledge team as well as the training team in order to bring out the best.Taking full responsibility for 3 main service desks namely Call Monitoring, Ticket Monitoring, and Coordinating and Managing teams.Providing support to service improvement and ensuring high system and service availability to relevant teams and Customers.Ensuring the process routine stability and daily checks across platforms, operating systems, and applications.

Handling a huge number of inquiries whilst taking full responsibility for running clients' systems smoothly.Taking responsibility for providing technical assistance to all inquiries.Providing reports on the performance of the support teams.

Taking care of any modification in the defined applications or client’s systems. Perfectly executing the project plans and taking necessary decisions wherever required.Acting as a sole contact point to communicate and escalate issues and dependencies where needed.

Prioritizing building customer relationships since relatively a high number of staff being handled.Taking responsibility for providing support solutions to any type of query to the end-users.Generation relevant reports and submitting with relevant key points.

Handling a number of 300 users and ensuring the service of all the logging tickets.Liaising with the central head departments located in UK and India.Providing solutions to all the queries received via mail.