Job Description

7.00 to 15.00 Years
MUMBAI [India]
¿ Monitor team performance and are accountable for process deviations within their team.¿ Monitoring queues (Emails, Ticketing, etc.)¿ Reviewing the priority of incidents based on impact/urgency and detailed information¿ Monitor efficiency and effectiveness of the Incident Management process¿ Manage improvements within the Incident Management process¿ Assist with the Major Incident & Problem Management processes¿ Conducting team reviews on weekly basis. ¿ Escalating incidents to Level 2/3¿ Contribute to the Knowledge System database and share knowledge within the team¿ Commitment to help other team members, especially new starters, in resolving incidents and growing in technical knowledge¿ Ensure that all the domain Teams checklists are full filled.¿ To ensure that SMS and Mail communications are done. ¿ To check the availability of resources for both Onsite and Offshore.¿ Ensure that the shift roster is updated on daily basis.¿ To ensure proper shift handover is done by all the teams.¿ Approver for all Planned Activities.¿ Participate in the weekly internal project review meeting with all data points¿ Provide technical support & regular status updates to customers¿ Responsible for monitoring training and development of new employees on shift.¿ Lead each shift by delegating duties, assigning tasks, and following up with all team members¿ Manage time effectively and meet all job responsibilities¿ Maintain a positive work environment for all employees