• Roles and Responsibilities

• Event Management
• Provide real-time monitoring and technical support for Application, Network, Server and Enterprise system elements using alarming and monitor notification tools.
• Monitor and manage mission critical servers and applications in a mission critical 24x7 environment.
• Acknowledge Critical Alerts from monitoring tool in a timely manner.
• Initiate incident for every Critical alert observed on the monitoring system.
• Report any issues observed with monitoring system to management.

• Incident Management
• Responsible for Incident initiation.
• Responsible for carrying out initial Triage for alerts.
• Responsible for engaging technical resource groups for early restoration of services.
• Responsible for validation of applications/ services upon restoration.
• Responsible for initiation of bridge during major customer impacting events
• Responsible for sending timely communication to GBUs using communication tool.
• Responsible for prompt response of emails received during his/ her shift.
• Responsible to inform the shift lead on receipt of multiple alerts, which may result into major incident

• Call Handling
• Responsible to take calls on hotline in a professional manner.
• Use proper script for Greeting while receiving a call.
• Use proper script while placing a call “On Hold”.
• Use proper script while ending a call
• Make sure that the status is set to “Not-Ready” while moving away from desk.
• Make sure that Login Time is as per the agreed SLA.

• Maintenance
• Responsible for sending start/ stop notifications for planned maintenance.
• Responsible for service validation with GBUs after maintenance in certain agreed scenarios.

• Documentation
• Responsible for clear and correct documentation of incident progress along with relevant logs.
• Responsible for documentation of timelines accurately.
• Responsible for documentation of incident milestones for customer impacting events in the ticketing tool. 
• Responsible for documentation of escalation performed along with their timelines in ticketing tool.
• Responsible for completion all the mandatory training and certifications.

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