- To arrange Knowledge Transfer (KT) sessions as per requirement to improve team performance and achieve customer satisfaction.
- Monitor service performance against SLAs and ensure that specific measurable targets are developed for all IT services.
- Determine requirements for new services, document them and agree on Service Level Agreements (SLA).
operations supervisor - l2 support - Kurla East - beBeeService
Job title: Shift Lead L2 Support
Description
Job Role: Service Manager/Shift Lead
The position serves the purpose of overseeing service performance, ensuring customer satisfaction and quality delivery. Key responsibilities include monitoring KPIs, managing incidents and problems with root cause analysis documentation, creating Standard Operating Procedures (SOPs) and Confluence documents for reference purposes.
Key Activities:
(1) People management includes roster management, attendance management.
(2) To manage incidents, problems and escalations. ; maintain Root Cause Analysis document