RESPONSIBILITIES / ACTIVITIES: Acts as the primary point of contact for all Priority issue resolution and client escalations. Lead on overall co-ordination and Technical issue resolution during all P1’s and service affecting P2’s. Ensure that the priority of all incidents truly reflect business impact of the issue. Attend/Conduct PIR calls after the incident is restored and ensure post PIR actions are tracked to closure. Participation in major deployments to ensure tasks are being carried out as planned, executed within the timelines. Chair Triage calls with support teams, Helpdesk, Product Support, Dev, Design teams to ensure Incidents are being progressed as per the SLA(s). Manages operational and technical relationships across multiple vendors. Identify Service gaps and formulate/track Service Improvement Plan on regular basis. Providesvarious levels of reporting on accomplishments and in-process activities. Ensure ITIL Incident / Problem management procedures are being followed for resolution of issues. Take Client feedback and identify areas for improvement and development of action plans. Develop and maintain an effective working relationshipwith multiple interfaces for Incident Management and other service management processes. Develop, maintain, and improve Availability management process and procedures. Develop, maintain, and improve Configuration management process. Develop, maintain, improve Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) relating to the service.