Roles and Responsibilities. • Incident Management.• Accountable for End to End Incident Management Process.• Handling the major incident management.• Coordinating Incident Bridge calls for quick and prompt resolutions.• Accountable and responsible for resolution of tickets related to customer queries.• Provide updates to the Management of daily outages.• Follow-up of the Incidents generated for immediate Resolution and closing.• Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring.• Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery.• Coordinate cross-department communications when required to assist in resolution of Incidents/ Problem/ Changes• Collaboration with Service Desk and Technical Delivery Teams to enforce ticket hygiene.• Responsible for the complete process adherence and handling of incidents according to SLAs.• Changing the Severity level of Incident depending on Urgency & Impact to Sev1 or Sev2.• Follow-up of the Incidents generated for immediate Resolution and closing.• Ensuring SLAs are met during the day to day Incident Management operations.• Responsible for the effective implementation of the process "Service Desk and Incident Management” and carries out the respective reporting procedure.• Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.• If possible make temporary solutions (Workarounds) available to Incident.

Roles and Responsibilities:• Management of the incidents with Proper process practice and the accurate documentation within the ticket.• Accountable to manage the quality of the Incident handling process.• Handle customer complaints related to Software and hardware.• Developed escalation procedures to ensure timely response and resolution to Clients concerns.• Worked in conjunction with other departments to develop overall incident management strategies.• Responsible for the coordination of Client and Domain in case of disputed severity incidents and while advising the SLA exclusions• Streamlined Problem Management process for better efficiency and effectiveness. • Responsible to manage the exceptions for the Incidents with invalid re-opens and with SLA miscalculations.• Responsible to keep the stakeholders updated with the Dashboard of all SLA wise tickets along with the aging Incidents and Problems.• Responsible to head the meetings for Service Improvement and SLA negotiations in case of a refresher of SLA grace periods and adapting new SLA’s.

Roles and Responsibilities:• Conducting Training Sessions and seek successful implementation of the software at clients end.• Relationship Management.• Interacting with clients to resolve their problems.• Coordinate with clients to meet the Hardware & Software requirement.• Training the end users for all functionalities of the software.• Collecting feedback and suggestions from all end users and communicating the same to Area• Testing & Analysis of all products & services.• L1, L2. Level Hardware Troubleshooting• Maintaining reports through an MIS.• Training and Grooming new Smart Class Coordinators and Assistant Managers.• Responsible for complete workflow management.• Responsible for the recruitment and training of customer service representatives.• Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures.