• Analyzes the Problem and Change Management Queue and Service Disruption Notifications every morning to educate/perform research on any last minute outages.• Perform Incident validation of the ticket raised on priority by the Clients and Customers.• Conduct reviews on problem and known errors that have been identified and actioned, to verify that all steps were completed and the objective of the process was achieved.• Analyzing complex technical, business, and billing issues to determine root cause and resolution.• Coordinating incident response teams to resolve IT problems that have exceeded typical service levels or result in significant business disruption.• Investigating the root cause of incidents and investigating actions to correct the situation.• Produces a Daily Operations Service Call Report which details the current status of the Problem Management team including how many outstanding tickets for each service and status of outstanding tickets.• Includes investigating, managing, resolving and escalating issues as required.• Providing resolution for the incidents reported according to the priority and agreed SLA. Coordinating and assisting the Service Desk and Incident Management.• Contact customers on regular basis to review progress and close issues.• Assist Service Level Management in establishing Service Level Agreements and Business Units to consistently perform incident resolution.• Update process models and relationship to data and technology.• Develop process model and associated documents and presented recommendations.• Identify and consolidate data source to get performance trend of tasks executed across the organization.• Reports development and designing of workflow management.• Training the team on process, technical, quality and new process guidelines.• Ensuring teams SLA and other metrics are followed

Give permanent Fix to the Desktop, Printer problems, basic LAN & server support issues.• Remote Call Closure within Norms.• Configuration of Lotus Notes client setup.• Configuring Microsoft Outlook / Outlook Express• Load/reload standard build operating system & configurations.• Aware of Installation & troubleshooting of critical applications & their usage guidelines.• Root Cause Analysis for repeat calls.• All the Desktop (Including standalone PCs ) shall be updated with the Latest Antivirus pattern. Raise timely alert and take immediate action to mitigate any virus outbreak• Troubleshoot and resolve incidents (Hardware and Software) related to desktop and associated peripherals.• Troubleshoot Network connectivity (LAN) issues.• Escalate the problem to the Technical Specialist & to Regional / National Team Lead(s) if not resolved.• Installation of desktop and hardware like CD-ROM, soundcards, etc.• Operating Systems (OS) installation / re-installation, upgrades and patches for desktops.• Software installations such as MS-Office, Acrobat Reader, mail client etc.• Installation of anti-virus on desktops and remove Virus.• Desktop Installation, Movement, Assign & Change.• Installation of anti-virus on desktops and remove Virus.• Configuration of Print devices (network and local) on desktops.• Desktop Configuration - Network, mail client, internet etc.