About the role
Basic FunctionTroubleshoot and resolve issues for Digital Services. This includesAble to provide support across different shifts in 24x7 support ;environment.SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk teamUnderstand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.Identify Areas of improvement by analyzing ticket trend. ;ReportsMaintaining Production Issues Tracking spreadsheetGenerate reports as defined on regular basisGenerate adhoc reports as requested ;OthersAnticipate future needs based on current usage and make recommendations for the sameReview daily reports and recommend changes based on trendsInterface with the Application Development team / Database Team to help address, define and resolve problems as they occurAcknowledge and communicate reported issuesEscalate issues based on urgency and business impactEssential FunctionsHandle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teamsEstablish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business needAble to answer call and understand user requirement to provide a good customer service over phoneAbility to operate at all levels within the organization and cross functionally within multiple client organizationsAbility to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and networkAcknowledge, resolve and/or escalates issues in a timely fashionStrictly adhere to defined SLAsUnderstand business requirements for customer base and be able to translate them into technical requirementsEnsure the highest levels of customer satisfactionSpecific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutionsKPI / SLA tracking for Team