- Ensure delivery of SLA Based IT services with high quality as per business requirement.- Conduct Business reporting meeting and engage in regular communications with BU Leadership.- Escalations handling from BU on pending Request/Incident/Project/Tasks and ensure the delivery of results on priority as per their requirement. - Work closely with the Business Unit to assess needs and requirements convey back to the Enterprise Technology team.- Collaborate with technology teams to ensure BU positive perception of IT.- Work with customers and support teams, vendors, service providers.- Collaborate with cross functional IT groups to improve process & systems that help run efficient operations.- Help evaluate current solutions deployed within the Business Unit for redundancy, suitability for wider deployment to other groups, or replacement- Review process, identify gaps and increase efficiencies in delivery processes.- Proactively look for process improvement opportunities, challenge conventional practices, and adopt new methods and best practices. - Contribute to the development and documentation of best practices - Create IT reports in ServiceNow, create presentation and reports for Business reporting. - Attending CAB meetings and RCA calls.- Maintaining Runbooks and SOPs.

Agent Support Group