 Management of the support processes to meet the performance and quality agreed with customer, ensure adherence to contractual requirements and SLAs Provide periodic status update and detailed status reports Co-ordinate weekly meetings Co-ordinate induction and transition activities  Co-ordinate trainings for the team Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services Manage outage incidents Single point of contact for client or HCL management on service delivery  Monitoring overall performance of services to ensure adherence to SLA & Quality  Drive innovations through automation and optimization, and cost savings Monitoring the effectiveness of incident management and making recommendations for improvement  Capacity monitoring and resource planning  Manages service delivery teams and individual objectives, performance and development  Will be the first point of contact for any escalations related to delivery

 Reviewing and consolidating Service Level requirements. Documenting service level assessment results. Developing SLA draft Determining and documents UC/OLA requirements Verification, Reviewing of OLA’s/UC’s Publishing DSR & SLA Creating and Reviewing Performance and Relevant Contractual reports Performing Service Level review Reviewing SIP Plan results Reviewing and obtaining approval for solutions to Complaints and Compliments. Evaluating resolution to Complaints and Compliments Ensure daily, weekly and monthly SLA Reports delivered on schedule and with expected quality. Ensure cross-functional DSR conducted on a daily basis. Updating the continual improvement register based on the improvement opportunities identified for the account. Gathering customer complaints, updating the information in complaint register, and tracked to closure.

 Define, periodically review and update the process strategies for change management. Ensure appropriate process, policies, standards and metrics deployed throughout the Change process. Administer CAB meetings and ensure the Change Advisory Board (CAB) runs effectively and efficiently and has appropriate levels of engagement with all stakeholders, both internal and external. Manage communication of the status of all changes and the success metrics for the change management process. Manage the post implementation review process ensuring changes have met their objectives and provide feedback on corrective or preventative actions as needed. Perform audits to ensure that quality testing is occurring and proper back out plans exist for all changes in accordance with change management guidelines. Review benefits, risks and issues associated with all the change requests which impact business and IT services. Support project teams in integrating change management activities into their project plans and ensure other ITSM process interfaces to change management are working effectively. Work with project teams to integrate change management activities into the overall project plan

 Define, periodically review and update the process strategies for Incident management. Ensure appropriate process, policies, standards and metrics are adhered throughout the Incident process. Responsible for the end-to-end Incident Management process. Includes resolution of Priority 1 and 2 incidents for leveraged account across the Globe. Asses the priority of an Incident based on urgency and impact. Bring all technical support teams on a bridge to lead service restoration. Initiate and lead the technical and management bridges for rapid resolution of the incident, ensure an Action plan / back up plan is created for the restoration within SLA to minimize impact on IT services and revenue. Follow up on every response time provided until issue resolved. Write chronology of events as a means of reporting key actions / steps taken during critical / high severity issue troubleshooting / resolving. Summarize the restoration activities in layman terms that help to identify the root cause. Act as a center focal point for all departments during high Severity incident and coordinate between them to get the speedy results. Timely communication/ Notifications to internal & external stakeholders to inform/update for high/critical incidents. SLA compliance for tickets

 To provide end-to-end Technical support to the end users. First point of contact for all the escalation calls pertaining to broadband/Internet related issues.  Ensure Weekly & Monthly resolve ticket report delivered to client and service delivery.