As Sr. lead primary responsibility is governing SLA, handling escalations, address partner complaints and take a lead to have it resolved, driving process adherence and productivity. Jointly responsible with the Team Managers to keep a track and have long running tickets addressed, grooming Team leads and other Team members (engineers) Performing DSAT analysis of the NOC and closely working with Team of Technical account managers for addressing MSP’s concerns over dsats, implementing… Show more As Sr. lead primary responsibility is governing SLA, handling escalations, address partner complaints and take a lead to have it resolved, driving process adherence and productivity. Jointly responsible with the Team Managers to keep a track and have long running tickets addressed, grooming Team leads and other Team members (engineers) Performing DSAT analysis of the NOC and closely working with Team of Technical account managers for addressing MSP’s concerns over dsats, implementing corrective action, work towards improving the partner satisfaction level.Creating value reports for Partners and discussing further opportunities to improving their operations and be more cost effective tooI am also leading Windows Setup and Performance Team of NOC as a first line manager, solely responsible for its resource management.Jointly responsible with an assigned Solution Architect in driving Setup Perf Team’s efficiency, setting goals and driving team members in achieving it. data analysis for evaluating current operations or when proposing a new operational plans Show less

Role SummaryA. Implement a support system for a client within Retail domain, supporting their software with a ticketing system and manage their IT operations. B. Change Management: Facilitate change which includes preparing BRD, Setting timelines and having it approved from respective authority.Responsibilities • Accountable for the complete Incident Management / Problem management process.• Coach/counsel and develop team/process leaders to ensure the success and… Show more Role SummaryA. Implement a support system for a client within Retail domain, supporting their software with a ticketing system and manage their IT operations. B. Change Management: Facilitate change which includes preparing BRD, Setting timelines and having it approved from respective authority.Responsibilities • Accountable for the complete Incident Management / Problem management process.• Coach/counsel and develop team/process leaders to ensure the success and quality of the Incident Management process meets the departmental KPIs and project SLAs.• Manage a continual Process Improvement plan for ITSM.• Devise a support flow structure• Understand the different areas of operations within OPERATIONS and propagate OPERATIONS values• Providing functional Application Support & training• Coordinating between different dept. for smooth operation of change related activities and documenting it.• Publishing System efficiency, Incident ageing and support team productivity reports• To conduct RCA on Issues reported and update/administer the Knowledgebase. Show less

ITSM and applicationsupport