Existing role with location update

● Service Level Management – manage the service to achieve or exceed defined operational service performance standards● Service Compliance- maintain risk and compliance position for the service, including business continuity, service maintenance, and be the primary interface for audit activity● Vendor Management –be the primary interface into vendors for BAU management of service and conduct appropriate service governance with supplier to enhance relationships and track service performance ● Service Commercials – maintain service finance and cost management including review of actual vs. budgets, Revised Annual Forecasts, ownership of supplier invoice payment, Additionally manage the Commercial pipeline of activities, working closely with Service Leads, Service Managers, Finance, Supplier and Sourcing Managers to ensure contracts are executed in line with service roadmaps and cost save targets.● Service Improvement Plans – develop and deliver SIPs to achieve or exceed defined service performance standards● Active co-ordination of technical resource across organizational boundaries and close liaison with the service operations, product management, transition and infrastructure functions to achieve optimum service performance● Act as principal point of contact for both internal and external stakeholders, and facilitate widespread adoption of best practices for Infrastructure Services.

Providing an escalation point for global end user support issues, resulting in an improvement of satisfaction in customer serviceLeading the access management support team responsible for managing user accounts through active directory ,mobile devices, audio conferencing, desktop collaboration services GSuite and BoxRunning the Windows 7 to Windows 10 upgrade project

• Responsible for deploying and monitoring windows servers which includes updating the client information on the internal tool on the basis of hearing sheet, setting up the monitoring items and activating the monitoring services to be handled by the team.• Works with the manager to create shift rosters in order to ensure adequate staffing for the services.• Training new recruits about various tools being used for providing NOC services by Hitachi Systems and ensuring their good hands-on experience.

• Handling escalated incident cases and providing Level 2 remote assistance to client and management of infrastructure services.• Doing follow-ups with clients on closed cases to insure complete resolution for their problems.• Assisting L1 with maintenance of customer service SLAs• Work with senior level admins to determine and resolve high level problems• Management of production infrastructure hardware/software and related technologies• Identify & troubleshoot server configuration and/or performance irregularities• Develop procedures to respond to irregularities in a timely manner• Ensure infrastructure is properly monitored• Oversee the execution and completion of assigned service request tasks

• Responsible for managing the team for successful closure of trouble cases along with maintaining the quality and customer satisfaction.• Assisting the team in resolving complex technical issues related to HP IPG Products• Troubleshooting various issues on routers, printers and computers.