Info Technology Sr. Associate
Current-Leading and handling all incoming incidents.-Collaborating with other teams to discuss the root cause and decide on the recovery steps for each incident.-Making sure the recovery is implemented before the ETA and with minimal escalation and maximum priority.-Sending communication emails specifying details such as the time of the error, the service that was impacted, its current status, error description, the no. of users that were affected, and the recovery action.-Presenting a monthly consolidated report of the project to the manager.-Deciding on the creation of a problem ticket for an incident based on its root cause.-Getting leadership approval for app credentials and other access requirements to the team.-Create the monthly shift rotational plans, manage team offs, and arrange for resource backup in the absence of a team member.-Guiding, motivating, delegating tasks, and taking responsibility, wherever required by the team to complete their tasks.
