Job Description :
"Resolve unknown incidents and adhoc requests, handle operational changes and functional enhancement requests, participate in identifying problems, perform root cause analysis, contribute to knowledge base and participate in activities like Release acceptance and application Continuity Support WITH the objective of providing end of term (Quarter / Year) Support to the project WITHIN THE LIMITS OF pre-defined corporate guidelines
Service Management: - Manage tickets and tasks escalated by the Level 1 team (Service Operations analyst) and also handle Customer requests assigned by the Lead - Escalate tickets that require external intervention - Alert Leads for tickets where there can be a potential SLA breach - Ensure quality of deliverables through self-review - Provide inputs to task estimation. "