Roles and Responsibilities• Monitoring Service-Now and assign tickets to TSE’s according to priority, follow-up if ticket is severity 1 /severity 2 immediately• Creating change order and work orders which needs to be created by L2 team• Ensuring new laptops and desktops are made ready according to checklist before releasing.• Coordinating for new allocations.• Co-ordination with Inter Site Leads in case of critical issues and to share the knowledge and the lessons learned.• Along with IT Manager active participation in calls/meetings with the end user as well the client during the times of issues & escalations.• Preparing and circulating a shift roster for the Site team in harmony with the Site Manager.• Mentoring TSE’s• Ensure Data center are maintained properly• Maintaining BCP systems• Preparing process documents and circulating to team• Liaising extensively with external or internal clients;• Mapping and documenting interfaces between legacy and new systems;• Translating client requirements into highly specified project briefs;• identifying options for potential solutions and assessing them for both technical and business suitability;• conducting requirements analysis and preparing specific proposals for modified or replacement systems;• presenting proposals to clients;• working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction & Analyzing, understanding software development lifecycle;• ensuring that budgets are adhered to and deadlines met;• drawing up, supervising and documenting testing schedule for complete system;• overseeing implementation of a new system including data migration;• planning and working flexibly to deadlines;• supporting users on change control and system updates;• providing training to users of a new system and New team members;• Keeping up to date with technical and industry developments.

Technical Support Engineer & Senior Technical Support Engineer : * Need to take care of all Incidents/ISR's raised in HP Service Manager and to be processed as per the SLA.* Vendor Coordination* Helpdesk, IT Infra Team and Client Coordination* Take care of work orders raised in the HP Service Manager and if required get necessary guidance from Team Leads/Manager to work on it.* Tracking the tickets from acknowledging till the closure post user confirmation.* Checking all the mails which are coming to the IT OPS Public folder and responded to the queries. Escalation & information to the Site Manager in-case of Severity 1 tickets and communicate to HD in Hotline number until issue resolved.* To ensure antivirus definitions/Patches are updated always and a periodic review of the same.* To keep inventory of the desktops and the other peripherals up to date.* Initiating backup for the Production Servers and restore if any request rose.* Fixing the Vulnerabilities mentioned for the desktops by the IT Security team.* Making BCP systems ready and coordinate during tests