Assistant Manager

Basic Function

Troubleshoot and resolve issues for Digital Services. This includes

• Able to provide support across different shifts in 24x7 support environment.
• SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team
• Understand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.
• Identify Areas of improvement by analyzing ticket trend.

Reports

• Maintaining Production Issues Tracking spreadsheet
• Generate reports as defined on regular basis
• Generate adhoc reports as requested

Others

• Anticipate future needs based on current usage and make recommendations for the same
• Review daily reports and recommend changes based on trends
• Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
• Acknowledge and communicate reported issues
• Escalate issues based on urgency and business impact

Essential Functions

• Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
• Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
• Able to answer call and understand user requirement to provide a good customer service over phone
• Ability to operate at all levels within the organization and cross functionally within multiple client organizations
• Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
• Acknowledge, resolve and/or escalates issues in a timely fashion
• Strictly adhere to defined SLAs
• Understand business requirements for customer base and be able to translate them into technical requirements
• Ensure the highest levels of customer satisfaction
• Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
• KPI / SLA tracking for Team