Ravi N S Email and Phone Number

Work

1. Responsible for handling Incident Management• Ensure resolution of the incidents and service requests • Ensure resolution or recovery of service ASAP after implementation of solution / workaround for cases • Provide inputs to L2/L3, Deep Technical support team for problem management and resolution of major or elevated incidents• Provide required updates to stakeholders involved in case of critical incidents like outages 24/7 operations environment• Prepare Incident reports for all the business critical incidents and unscheduled downtime 2. Participate in Change management • Participate and provide inputs on Change management processes 3. Quality Assurance• Ensure ITSM compliance for all incidents and service calls • Ensure SLA compliance for all incidents and service calls • Active participation in audits and facilitating the same4. Communication and Notification • Adherence to the documented notification, elevation and escalation process • Communication to the customer both while responding to a case and also after resolution of the case5. Reviews Participate in regular reviews with the Delivery Leads 6. Reporting• Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected. • Update daily reports and checklists as defined • Contribute towards preparation of Service Delivery Reviews 7. Incident Life Cycle Coordination • Keep track and update status of pending incidents and service requests and ensure closure of them ASAP• Work closely with the L2/L3 Team on repetitive tickets from a problem management perspective

Delivering Global Services to the Enterprise World

Knowledge impart