Description and Requirements
Quarterly basis. Knowledge base repository to be maintained and to be submitted as and when requested by Customer IT Management team.
. Billing is based on SLA achievement and periodic as per agreed timelines and ensure payments are made against the invoices.. Ensure monthly skill enhancement (Technical and Verbal) for every team mates working onsite at Customer site.. Ensure customer Mandatory training should be inducted to the resources on customer premises.. Segregation of duties between teams supporting versus ones managing access.. Ensure availability of End User Support Team's availability as per the deployment plan.. Continuous improvement to process - working with the Support team.. Manage and ensure Incidents/Service Requests are logged and responded as per agreed SLA's.. Responsible for the ongoing operation of End User Support Team.. Tracking and preplanning of leaves in the team.. Fulfilling Backups and replacement (Resources) if needed.. Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.. Validation of Shift Roster and Daily Shift Handover Report.. Responsible for the Timely generation of reports mutually agreed upon with Customer & Lenovo IT.
