Major Incident Co-ordination: Quickly responds to all notifications of unplanned service interruptions from the customer as well as internal teams. Provides timely feedback to upper level management on all incidents. Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents. Responsible for engaging, escalating and communicating with cross-functional groups within Organization and customer organizations. Contact Business customer and get the Update for the process and modify the process and procedure and flow chart as per the business need. Develop and execute Knowledge base to improve service levels Ensure the SLA quality and complaints are covered in the procedure created, get the approval for the same and implement it. Preview and revise the procedure and update on weekly basis for any IT changes depending up on the Business requirement. Weekly and monthly meeting with the Service desk Team and Team lead to get the re-emphasizing of training with the revised procedures. Meetings on weekly, weekly by weekly and monthly basis with the Business customer to get the changes updated for the fix. Provide the monthly report to Team Lead.

• ( Spectrum ) Network Monitoring.• Chairing the bridge calls during Major Incidents.• Identifying and isolating the incidents and assigning the priorities (P1/S1, P1/S2, P1/S3, P2, P3, and P4) based on impact and urgency.• Providing the SAP Access by adding user id and adding roles for both Production and Non Production Systems after approval from their manager.

• Remote Login – Supporting remote logins with Odyssey Access Client Manager and remote connect for work laptops. Remote logins also through MyOneDesk, Citrix and VDI.• RSA secured access Management – Administering the RSA Securid tokens which includes wipe and recreation of PIN, re-synchronization of token, emergency access codes, token assignment. Types of tokens supported are hard tokens, laptop soft tokens, BlackBerry soft tokens and iPhone tokens.• Mainframe Access Management – Administering mainframe access for sessions AS400, TPXA, TPXI, WINS, TITANS, COSMIC, PCOMM etc. Basic troubleshooting like installation, adding sessions, session kill, registry changes.

Administering Client Windows LAN/Domain IDs through Active Roles Server. Managing various profiles of the clients in different regions.Supporting basic remote troubleshooting for desktops, laptops, printers, IP phones, VDI Terminal, BlackBerry etc.