職務内容：

1. Project Planning and Execution: Overseeing project milestones and execution steps, ensuring all tasks are aligned with project objectives. 2. Meetings: Attending daily and weekly meetings to stay aligned with project progress and address any immediate concerns. 3. Migration Servers/Agents Management: Maintaining migration servers and agents, including handling new server and storage requests. 4. Data Analysis and Migration Preparation: Analyzing and scanning user home drive data to prepare it for migration. 5. OneDrive Migrations: Executing OneDrive migrations over the weekend, resolving any errors, creating migration reports, and sharing them with the project team. 6. Permissions Management with FSS: Coordinating with FSS to set and remove home drive permissions for migrated users. 7. Technical Documentation: Creating and updating technical documentation for both FSS and Service Desk. 8. Service Now (SNOW) Tickets: Handling all user incidents and service requests post-migration, and raising requests to FSS on a daily and weekly basis for permission adjustments. 9. Teams Feedback Channels: Providing resolutions, answering questions, and addressing queries on the migration channels. 10. Issue and Exceptions Register: Updating the issues and exceptions register regularly. 11. Change Control and CAB: Submitting change control requests for all three regions and presenting these changes in CAB. 12. Email and Teams Chat: Responding to all emails and Teams messages promptly to ensure smooth communication.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.