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Supervise & analyze the call Logged as per the priorityÆ Check the incident reports and ensure that it is sent to respective stakeholderÆ Track the SLA violation and ascertain continuous improvement in service deliveryÆ Facilitate prompt action during crisis5 to 7 years experience.Monitor the reports of calls logged, resolved and pending on a daily basisÆ Liaison with client and update the client with the activities planned or scheduledÆ Ensure that service management reports are provided to the management on monthly, weekly, daily and adhoc basisÆ Adhere and ensure that the team follows security polices and procedures as laid down by the organizationÆ Interact with the operation Manager, team Leader so as to understand their issues (if any) and communicate the same to HP programme manager to bring about improvement in service deliveryÆ To have clear understanding of the functioning and hierarchy of each department.Æ Assess and identify the resources according to project requirementsÆ Ensure that the technical capabilities are inline with project requirements when a new technology is introduced Æ On introduction of new technology, ensure personnel are trained in the same Æ Ensure greater productivity with optimal team size within the budgeted project costÆ Ensure that high level of service is constantly delivered to clients and the other departments as per agreed SLAÆ Maintain good working relationships with clients being a first-level-of-contact and escalation point for any problems/ issues/incidents faced in service delivery Æ Understand the criticality of projects and provide the service delivery framework

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