Job description:

Maintenance and Level-2 support for EUC tools like MS End point Analytics
Work on daily operational tasks
Documentation of the products, SOPs etc. and maintain the updates
Weekly and monthly reporting from the tools
Review meetings with the stakeholders
Maintain technical skill continuity and consistency of other stakeholders
Ensure continuous improvement of services provided
Work with various teams for smooth transition of deliverables
Includes preparation of other stakeholders to support new technology
Develop and maintain Training Plan
Proactively work with other groups on normal process support issues
Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
Work closely with stakeholders to implement technical action items
Ensure implementation of BOP (Best Operating Practices)
Establish communication link with other zones relative to technical and support environment
Manage small Service desk related projects.

• To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
• To ensure positive customer feedback & satisfaction thorugh active participation in customer meetings to understand any issues faced
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
• To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA