Key responsibilities: -

• • Major Incident / Critical issue early detection and fast remediation for all matters during their shift.

  • Ensuring all client requests, incidents and problems are addressed in a timely and professional manner

  • Stand up calls with their team managing proper hand-over of activities and client status between shifts and teams

  • Allocating resources, as necessary, across teams to provide efficient, effective resolution of issues

  • Identify and implement operational process improvements across teams

  • Provide detailed and accurate job performance feedback for each resource working under their guidance.

  • Change Approver, Quality controller and Post change validation functions within their Shift

  • Supervision of employee attendance and participation.

  • Assisting the Shift Site Reliability Engineers in client communication and escalations.

  • Inspiring and Motivating the employees on their rotating shift

  • Driving for results through agreed KPI’s for Alerts, monitoring tools, and case/SNOW metrics

  • Should have technical knowledge of Altera application, infrastructure experience it would be added advantage if we get both.

Preferred skills to have: -

• Hands on with leading teams of Windows or Network or Database Admin

• Good to have Azure Cloud, IIS Management, Application support experience