· 8+ year experience in multiple IT infra projects for service delivery, software & web development companies and worked in international market primarily US, Europe & Asia-PAC region.· Opens, logs, prioritise, assigns, and closes calls logged in the IT SDAsks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End UserWorking knowledge of ITIL or structured incident management and infrastructure support processesStrong oral and written communication skills; comfortable with communicating and presenting at all levels, including senior leadership Understanding of IT Infrastructure; experience as an infrastructure support technical resource Well versed in the Problem Management process, tools, incident trends analysis towards operational excellence.End to end service/application monitoring; assess alerts and take appropriate action to assure signals are addressed, including ticket creation, assignment to support team and lead incident resolutionProactively lead and drive outages to quick service restoration; provide support and leadership for all events, especially high priority incidentsMaintain control, ownership and operational authority of an outage triage during high-pressure situationsActively direct and prioritise all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restorationProvide timely and concise updates to incident records and incidentEnsure timely engagement of essential technical support teams/personnelProvide updates and escalate to various levels of management according to processCompose outage notifications and ensure content is complete, clear, concise and relevant to the audienceMaintain operational process consistency across IT technologiesAttempts to resolve the defined enquiries while on the telephone, to meet the agreed upon Service Level for First Call ResolutionRoutes the enquiries to Resolver Groups as appropriateRe-routes misdirected callsEscalates tickets which have not been resolved by SD, in accordance with Customer escalation proceduresProvides status and updates on tickets to authorised usersReopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfactionMake recommendations for updates to the KB databaseAdherence to policies and procedures, closure of open calls after resolution.