• Ensure that incidents and requests are handled according to agreed procedures
• Ensure that documentation of the supported component is available and in an
appropriate form for those providing support
• Ensure that appropriate action is taken to anticipate, investigate and resolve
problems in systems and services ensuring that such problems are fully
documented within relevant system(s)
• Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends
• Communicate effectively acting as a key liaison with users and team
• Take ownership for workload and keep others informed, highlighting
potential problems and suggesting solutions to ensure continuity of service
• Maintain an in-depth knowledge of specific technical/functional skills in the team
• Identify risks and timely escalation to stakeholder
• Demonstrate/introduce effective way of Collaboration, Quality and Delivery
• Develop good Technical / Functional understanding of applications
• Ensure to follow defined quality process
• Ensure to strictly & effectively follow ITSM process
• Mentor junior resources in the team
• Identify and train backup
bangalore, KA, IN