Incident Management: Track and manage incident SLAs, ensuring prompt resolution and compliance. Monitor and analyze incident trends to identify areas for improvement.
- JIRA Management: Conduct weekly reviews of all open JIRAs, ensuring they are actioned and followed up. Maintain JIRA issues at a manageable level to streamline project workflows.
- Production Support: Manage problem records, ensuring no SLA breaches and timely acknowledgment and closure.
- Reporting: Prepare and deliver consolidated monthly operations reports for leadership.
- Alert Management: Review and refine existing alerts in collaboration with US and India teams. Eliminate redundant or non-value-adding alerts to optimize alert systems.
- Collaboration: Collaborate with partner teams (e.g., Network, CIINFRA) on planned activities. Perform impact assessments and communicate changes to customers.
- Daily Stand-ups: Lead daily stand-up meetings to review requirements, prioritize tasks in JIRA, and update stakeholders on progress and impediments.