* Hiring , Training, coaching * Liaise with the critical stakeholders for dealing with Incidents and problems.* Regularly audit the company’s escalation mechanism.* Carry out significant incident review meetings.* Train and instruct the team members * Responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assetsTrack the progress of tickets resolved.

• Service escalation point for IT support teams, and business stakeholders; providing SME support to them.• Managing the remediation of major and priority incidents, supporting the IT Service Management Operational team members in performing this activity• Works with IT to generate views, reports and educate them on the service management applications• Assist service owners in new initiatives or services, continual improvement of existing services, and retirement of older services• Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership• Managing the associated Service catalogue and IT service• Knowledge in Global Service Desk • Worked in Intune mobile management, Asset management, Incident and Change management• Knowledge in Access management, Vendor management, Procurement.• Availability out of business hours to respond to service support queries - operating within a wider support network

Clients - Shoppers Drug Mart - Canada , Honeywell, Loblaw - Canada , Mckesson - US healthcareExperience in troubleshooting and performance tuning of Linux / UNIX. Ticket management, Report management, ROTA, SME.• Assess the impact of errors/problems based on timing and situation to determine the most appropriate decision and course of action by escalating to next level.• Respond to support emails, phone calls, and alert notifications in a timely manner and complete all necessary follow-up and duty handover actions• Assess the impact of errors/problems based on timing and situation to determine the most appropriate decision and course of action by escalating to next level. • Analyze and investigate potential problems as described in incident management tickets to determine root cause, take the necessary resolution action or escalate as necessary.• Support a 24*7 work environment under a flexible work arrangement.• Managing Multiple Priorities in SNOW and BMC tools-- manage multiple concurrent activities. Showing effective judgment in prioritizing activities and time allocation.

• Call co-ordination and vendor management.• Asset maintaining • Basic system trouble shooting.• MIS reporting• Incident management

• Online chat and e-mail support to the customers using the security products of various brands on their computers• Documenting any major problems customers are facing with the products in large numbers & reporting it to the concerned department• Training the new employees in the tech support division • Life insurance – Customer support