MS Engineer

Key Roles And Responsibilities Proactively monitors the work queues. Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. Update tickets with resolution tasks performed Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution Provide second level support to all incidents, requests and identify the root cause of incidents and problems Communicate with other teams and clients for extending support Execute changes with clear identification of risks and mitigation plans to be captured into the change record Follow the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management Work with automation teams for effort optimization and automating routine tasks Coach Service Desk and L1 teams for technical and behavioral skills Establish monitoring for client infrastructure Identify problems and errors before they impact a client’s service Lead and manage all initial client escalation for operational issues.