Description
1. Able to interact with senior business users and act as Single point of contact for service and support issues for a particular site
2. Able to understand either Systems or Networking and able to work with resolver group team to manage incidents and escalation
3. Should understand the SLAs specific to these sites and assist in SLA adherence
4. Line management of the operations team
5. Monitor and review the Support processes
6. Conduct review meetings with Business users
7. Understand the EXL feedback and take corrective actions
8. Provide performance feedback to the team
9. Assist with training and identify training needs and Mentor and assist new hires
11. Monitors trouble ticket trends and other information relevant to resolving the issue
12. Establish policies, procedures and best practices for delivering service
13. Should have atleast 6 year + experience.