LTIMindtree
Provide alert monitoring and standard reporting. Manage the COB test planning/coordination and execution. Assist in troubleshooting performance issues.
Provide Level 2 incident management. Escalate issues to Level 3 support in accordance with defined escalationprocedures. Coordinate vendor activities as required in relation to Level 2 server support.
Provide support as necessary on P1, P2, P3, and P4 cases. Attend support calls with vendors and customer internal support teams. Assist with Production Management and other Support Teams like serversupport, application support etc to prevent, detect and respond appropriately to MIM’sand tickets.
Manage the ticket queue. Support Customer teams and L3 teams as needed during Major IncidentsAdequate checks on control reports, shift end reports & Shift HOMonitor and manage ServiceNow queues to ensure OLA and SLA are met
Compliance with all established SOPs and any existing and new Security and
Compliance requirements.Any other support tasks to be taken up with appropriate SOP provided
Weekly Leads Review & L2-L3 Collaboration Calls for all regions
Participate in all RCA and PMR issue.Maximize first touch resolution rates and internal escalation as necessary.
