Assigning onsite engineers to go and resolve them within the stipulated time frame (as per that company’s contract) to avoid delays and business loss.Handling team activities like organizing and hosting team events.Monitoring - the case management queues in GCSS to ensure cases are action in a timely manner.- any immediate irregularities or issues found and inform to the team leader or to the duty manager on time.Taking ownership of the case and routing the case to the… Show more Assigning onsite engineers to go and resolve them within the stipulated time frame (as per that company’s contract) to avoid delays and business loss.Handling team activities like organizing and hosting team events.Monitoring - the case management queues in GCSS to ensure cases are action in a timely manner.- any immediate irregularities or issues found and inform to the team leader or to the duty manager on time.Taking ownership of the case and routing the case to the appropriate queue.Ensuring appropriate contract is entitled on the case and meeting the SLA on every single case.Escalating to the team manager or duty manager whenever there is a high volume of cases in the regular hours or in out of hours. Show less