• Taking care of the High Critical incidents received and following it up from end to end.• As a part of the CSI initiative performing regular audits of the tickets on suspend identifying the Invalid suspend and sending follow up on them for a closure• Sending the status of all the VIP tickets and Requests to the governance and following up on their closure.• Running the Acknowledgement Macro to check on the ticket which are about the miss their acknowledge SLA.• Tracking the changes on a daily basis following up on them for approvals.• Introduction of the new end to end process. • Taking care of the operations needs and sending out various reports. • Coordinating a running the monthly checklist and sending out the required correspondence to the right audience. • Escalate incidents (when required) to the appropriate resolver groups. • Record, track, and document the service desk incident solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.• Identify opportunities for standardization and improvement of processes and policies and implement best practices.• Adhere and actively participate in service improvement plan.• Participation in implementation of technology and new service offerings by accounts.

Perform daily duties that cover the responsibilities outlined below under each IT Service Management process: Incident management • Performs Incident determination.• Creates workarounds.• Communicates a workaround, if applicable. • Tracks a permanent fix for the incident.• Executes a resolution, if applicable. • Identifies the resolved incidents as candidates for inclusion in the Operational Documentation.Request fulfillment • Collects request information from customer. • Identifies request type (e.g. request for service, request for information etc.) • Differentiates between Standard and Non-Standard requests.• Gathers the appropriate information for the type of request.• Assesses priority of requests.• Identifies appropriate assignment (includes linking to existing problems or requests, if applicable). • Assigns unresolved requests to the appropriate Subject Matter Expert/Service Owner.• Initiates escalations Problem management.Change management • Ensures timely implementation of the requested change.• Executes change remediation procedures in case of a failure during implementation.• Updates Configuration Management of status of CI. Problem Management • Ensures post-review of major problems.• Ensures reactive and proactive management of IT problems and known errors. • Closes all problem records. • Owns the Known Error Database and ensures its maintenance. Asset and configuration management • Reviews all asset discrepancies.• Administers process management tools for the IT Asset Management.• Facilitates resource commitment and allocation. • Produces Reports. Knowledge management • Determines the quality and completeness of submitted knowledge. • Manages knowledge for a specific domain. • Structures knowledge for optimal use. • Identifies the best source for knowledge. • Obtains knowledge from optimal source. • Makes knowledge available. • Determines the need for knowledge updates.