Application/System Support• Facilitate Application Support for Business to Operation (BTO).• Create, manage, and maintain IT helpdesk process and ensure that standards are followed.• Manage and lead the end-to-end ITSM (operational, tactical, and strategic)• Lead the processes for Problem Management in the resolution of complex/recurring issues• Define, develop and manage KPIs through process compliance, dashboards• Monitor critical and high priority incidents to ensure the Service Level Agreements are met• Achieve IT Support SLAs and Governance metrics as per BIG scorecard.• Enhance Partner capability to ensure reduction of incident and Automation of process.• IT vendor management: Vendor Capability, Governance and Performance review (Weekly / Monthly)• Stabilization of IT operation and ensure delivery of SLA • Capability building of internal & external team by hands on training, KT session, FAQ, and other methods.• Drive Escalation for high priority issues: Bridge, Communicate to End Users, pulling relevant people depending on the situation,• Lead the implementation of Business Applications and train the users on the same.• Roll out company standard system in the bottling locations and provide continuous support to the users.• Implementing and maintaining the standard system and security policies.General Responsibilities• To plan and execute the IT Infrastructure setup for the New Projects• Implementation of Change Management (CM) Plans • Manage with delivery team to ensure timely and accurate deliveries. • Ensure that team maintains high level of competence and operational excellence. • Evaluate the performance of team members and determine training needs. • Disaster Recovery Planning (DRP) and Business Continuity Plans (BCP).• Annual IT Budgets Planning and preparation • Internal/External audit (SOX, CAD) and assessment of the system and security compliance as per the standards specified.• Implementing the best practices -ITIL Standard

• Developing Application Packages that explicitly generate different types of reports according to the requirement of different clients in USA and UK for different campaigns.• Database Turning and Maintenance. • Lead management (From downloading leads to inserting it to the centralised database).• Maintenance of the Predictive Dialer (StrataSoft USA) for smooth dialing, coordinating with the senior Engineers at the US end NOC (Network Operation Centre) for trouble shooting the Dialer.• Handling and maintaining the dialer, working out new strategies for effective dialing.• Generation of statistical data performance to respective campaigns and reporting it to the Management.• Managing different utilities of StrataSoft like Dynacall, Vox Manager, Vector Design, Vector Maintenance, Strata Management, Statistics etc.