>Responsible for all the projects activities on-time delivery, customer timely updates.>Active involvement to support all C&S functions – finance , quality , automation, people targets are met.>Review daily health check with the teams and ensure actions are taken to resolve.>Handling escalations and co-ordination with technical teams at operations level.>Process quality management based on KPIs to ensure Accuracy, TAT and other SLAs are met.>Identify and implement operational and technical CSIs>Co-ordinate with SMC – Incident , Change, Problem, Configuration, Availability management teams to ensure smooth business delivery>Make processes and bottlenecks transparent and encourage face-to-face-communication>Excellent professional relationship building with the onshore partners>Look for opportunity to automation amongst the towers.>To drive and ensure both functional and people management responsibilities are balanced and driven in focus of account requirements to maintain smoot delivery.

>Work with Tower heads, managers, and other stakeholders to develop team goals and delegate tasks to the appropriate team member>Develop team schedules and assist in the successful onboarding and training of team members>Create and communicate a clear list of expectations and goals for team members to follow>Maintain frequent communication to offer encouragement, amend tasks, and provide updates on goal progress>Provide frequent feedback on employee performance, address weaknesses or inefficiencies, and offer support to improve skill gaps>Nurture collaboration amongst team members>Create a workspace that encourages creativity and innovation to get the most out of the team>Quickly and effectively resolve team conflicts>Write project reports and management summary presentations as necessary>Reward team members with accolades for their continued efforts and celebrate accomplishments

>Managing Windows Server infrastructure with Physical & Virtual environment>Handling memory, CPU and disk utilization issues.>Troubleshooting on reboot related incidents, SNMP alerts and service-related issues. Continuously provide support, monitor, and manage incidents to resolve on time within SLA targets.>Monitoring of client servers located in various datacenters using tools like Nimbus, SevOne, Tivoli and HP SIM.>Troubleshooting the servers in terms of their up/down status>Handling Low Disk space, CPU/Memory Utilization, Service Down >Co-ordinating with vendor for hardware break fix of various severs to ensure the task is done within the required timeframe>To make sure that all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents>Responsible to ensure 100% SLA

>24x7 proactive monitoring of server ,storage, backup and network environment alerts via monitoring tool and Emails>Perform daily health checks (Network, Servers & Datacenter)>Knowledge of Windows & Network Infrastructure>Perform operations based on the documented procedures>Assist in analysis of the reporting and alerts raised by various infrastructure devices>Fine tuning of configuration to maintain performance and functionality of the

>Take ownership of customer issues reported and see problems through to resolution>Research, diagnose, troubleshoot and identify solutions to resolve customer issues>Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams>Provide prompt and accurate feedback to customers>Ensure proper recording and closure of all issues>Prepare accurate and timely reports>Document knowledge in the form of knowledge base tech notes and articles>Follow the SLA for issues with respect to the severity.