Responsible for the Incident Management, Change & Release Management and Asset Management
Handling Customer Escalations and Vendor Escalations and schedule the Meetings
Documentation: Creating SOPs for each application, Network Baseline for each operation process, As Build for each process, Checklists for deploying systems, File Server Sharing access review
Incident, Change and Release Management.
Handling Level 1 escalation.
Efficiently manage the procedures, Policies, and Corporate IT policy and Information security compliance and ITIL framework.
Track all the incidents ensure the response and maintain the same as per the SLA
Provide the monthly MIS Reports, Daily Dashboards, and Asset Register to customer.
Daily Checklists: Pre Process, Server, Network, Telecom.
Ensure Knowledge Sharing within the team by developing technical documents related to new technology, Problem Resolution, etc.