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Responsibility:

Stakeholder Management:

• Communication with Business users related to resolving queries, obtain clarifications and providing updates.

• Setup Business bridge calls to update status of Critical incidents / Outages.

• Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.

Service Management:

• Responsible for the project tasks assigned.

• Initiate escalation procedure for incidents based on the agreed upon timelines and tracks it to closure.

• Manage queue effectively and allocate tasks to the team based on an allocation plan.

Service Tracking:

• Ensure assigned tasks are completed within targets set (the tasks include incidents, service requests, identified problems, Operational changes, enhancements etc).

• Conduct peer reviews and ensure quality of deliverables.

Service Execution:

• Comply to defined process during task execution (including problem management, KEDB management etc).

Knowledge Management:

• Contribute and participate proactively in knowledge sharing sessions.

• Provide complete KT to support teams before any production release.

People Management:

• Manage and mentor the mentees (team).

• Provide inputs for development of learning plan for the team.

• Act as a buddy for new hires.

• Shares recommendation towards Performance management and recognition of team members.

Contribution to Org Initiatives:

• Adhere to Organization policies and procedures.

• Participate in project and organization initiatives led by the Delivery leadership.

• Contribute new ideas and innovative approaches at work, including CSI themes.

• Collate data and provide inputs for reporting requirements.

Business Development and Customer Relationship Management:

• Participate in customer meetings and provide project updates.

Account Operations:

• Perform task estimation.

• guide the service analyst on estimation.

• Coordinate shift operations and logistics.

Audit:

• Participate in audits as necessary.