Rollout operational changes and functional enhancements as per schedule
Manage and develop team capability for resolving complex incidents, prepare status reports for Customers and internal stakeholders WITH the objective of resolving incidents and addressing adhoc requests to support high complex issues WITHIN THE LIMITS OF predefined corporate guidelines
Stakeholder Management
Communication with Business users related to resolving queries obtain clarifications and providing updates
Setup Business bridge calls to update status of Critical incidents, Outages Follow up with internal and external stakeholders
Customer and Vendor liaison to progress tickets to resolution Service Management
Responsible for the project tasks assigned Initiate escalation
Procedure for incidents based on the agreed upon timelines and tracks it to closure
Manage queue effectively and allocate tasks to the team based on an allocation plan