An effective leader with strong negotiation, interpersonal & analytical skills; proven capabilities in guiding team members, enabling knowledge sharing and motivating them to maintain deliverables as per SLAs negotiated with the client.Ensure all documented procedures are followed in relation to account administration and are up to date.Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc.Conducting Team Action Meetings, Weekly team meetings and review deliverablesStrong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same.Strong Capabilities on Handling deliverables responsibility.Vision & Goal Setting abilities with Orientation on details to achieve the same.Mentoring Team as per project needs technical tools, Operational Processes & Procedures.Identifying improvement areas & implementing measures to maximize customer satisfaction levels.Defining new processes and procedure for operations.Periodic evolution of SLA metrics and AuditsCheck & Assign SAP-CRM / BMC Remedy queue for cases.Provide management metrics reports on a weekly, monthly, and ad-hoc basis as required.Provide guidance & coach the team and handle escalations where necessary.Manage customer’s expectations through ongoing communication.Monitor all open cases in SAP-CRM and follow up with the team to close them within the SLA targets.Find solutions for case that the team is unable to resolve.Complex issue investigation and coordination to closure by taking end to end ownership.Create, review, and update all documents related to EUS team.Training the Team members on the new systems implemented to enhance their operational efficiency leading to increased productivity.Participate in planned Disaster Recovery tests.

Hardware and Software Installation, Configuration and Up gradation, Computer Assembling, Maintenance and Troubleshooting of PCs & peripherals.Managing, Monitoring and optimizing System Performance, Reliability and Availability.Strong Microsoft Windows o\s experience especially for Windows XP and Windows 7Installation of all types of Software and Anti-Virus Software’s.Installation of Service Packs, Online Microsoft Updates & Patches.Strong Software management environment understanding2nd line fault analysis and experience of Microsoft Office (Outlook, Word, Excel 2003/2007/2010)To provide the correct solutions to assigned calls and tasks according to SLAs.Participation in hardware/software rollout. To co-operate with other teams as required to identify and report defects, find incident fixes and validate enhancement requests, to the satisfaction of the customer and all team members.To assist the Support technician so that he is effective and motivated in what he does.Working with Active Directory. Assign and create user accounts and grant permissions to shared resources.