Problem Management:.1 Working as SPOC for Handling Problem Ticket end to end cycle (Proactive Problem Management and Reactive Problem Management) to mitigate recurring incidents by identifying the actual root cause and implement the plan of action within TAT.2 Handling customer escalation for repeat issue through Reactive Problem Management.3 For Proactive Problem Management do data analysis of outages history to anticipated future problems proactively and prevent re-occurring incidents.4 Coordination with Supplier and TCL MHS for Plan of action to correct the issue.5 Prepare Problem Management performance report and governing all the 3rd party problem TT handling Performance managers.6 Prepare the process document for problem management.8 Build and define knowledge error articles (KEAs) and workaround of the problem to help with deflecting incidents.Incident Management: 1 work on the tickets on the priority basis to meet the SLA (Service level Agreement). Investigate and diagnose incidents problems to hold the customer escalation by providing the detailed input on a timely basis and resolved within ETR.2 Preparing and analyses trend report for Ticket rate, resolution efficiency to identify where to hit for improvement.Change Management:1 Coordinating with third party BSO for Planned event w.r.t Justification, planning, implementing, Risk & Impact analysis, and Back-Up- Plan to communicate with concern stakeholder/ Customer via SNOW. Provide the approval to BSO after reviewing the shared details for Planned event .2 Preparing Monthly report for it and discuss on trend for improvement 3 Preparing Process document and automation for the change management.1 Automation Project:A . support on Problem Management and change management Automation.B. Prepare user story for required automation and coordinate with Analyst team and developer team.C. Track weekly status for deployment.D. Do UAT for it based on samples and share the feedback on it.E. Do Sanity check post deployment.2. Migration ProjectA. Handling migration Projects where the service is unstable on existing Last mile. Coordinate with cross functional team to migrate link based on feasibility check. Project like : HFR Migration, ONNET Migration.B. Tower Audit project: under this project checking tower health.C. Handling Internal Project on customer basis to mitigation the TR, FR and RFR.D. Prepare Project charter.Data Analytics: 1. Identify incident trends, drive the reduction of incidents by analyzing monthly/ Weekly ticket data, investigating, and resolving problems.