Interaction with OEM for the Implementation and Solutions.Guiding and assisting the team members in resolving issues and deployment.Handling Day To Day Operational Issues.Manage strategic relationship with Key IT Products and Service Providers.Schedule and Facilitate Communication Between Operation Team and Field Support Team at Service Delivery activity.Preparing Daily, Weekly,Monthly Report And PPT's

People management, Coachin, Performance Management and Development.Identify and prioritize P1,P2 and P3 Incidents/Service Tickets received through ITSM tool providing timely support.Guiding and Assisting the team members in resolving the issues.Manage Day to Day Operations Including ticketing, Incident Management, Scheduling and Time Management.Preparing Daily Reports and Share with the Reporting Manager.Preparing Shift Roster and circulate with Team.

Roles and Responsibilities Providing 1st level resolution to the users over phone and by emails.Assign the calls to engineers and follow up till closer.Managing Ticket SLA.Escalate the calls to Senior Engineer for Solution.Prepare the working report and share with the Reporting Manager.

Responsible for Managing overall day to day IT helpdesk operations to improve performance and end users satisfaction.People Management Coaching, Performance Management and Development Driving The Growth of The IT Staff So That Necessary Standards are met and maintained.Coordination with Vendor for IT support and requirement for Hardware.

Gathering and Triaging cases that require attending to.Submitting Purchases Request and monitoring expenditures.Ensure proper recording and closer of all issues.Document knowledge in the form of knowledge base tech notes and article.Provide Prompt and Accurate feedback to customers.