Minimal Expectations

• The SOM will be a SPOC for the clients. Develop rota plans with team for POC.
• Managing all procedures related to the identification, prioritization, and resolution of user requests
• Monitoring, tracking, and coordination of support functions
• Facilitate/address triage/analysis, response, resolution, escalation, and communication
• Coordinate with the delivery teams and PM’s/delivery managers on technology deployments, releases and maintenance of outages
• Monitor Escalations. Track all escalations. Develop rota plans in team to handle escalations
• Implement helpdesk
• Continued development of the KMS /KEDB and the overall process of moving to knowledge management-centric support.
• Assist with customer inquiries and escalations as needed.
• Identify, measure, benchmark, analyse and perform regular review of reports & scorecards.
• Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution.
• Analyse results for trends, process improvement opportunities, and staff training needs and take appropriate action to improve results.
• Encourage communication of new ideas, solutions, suggestions, and problems review for appropriate action or implementation.

Skills to be demonstrated

• Demonstrated logical thought processes
• Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers, and non-technical management.
• Project management skills with the ability to manage multiple projects and prioritize activities
• Good skills to supervise, lead, coach, motivate and work through others Key Performance Metrics
• SLA compliances and reasoning for SLA deviations
• Consolidated Trackers for all SR’s and Incidents
• KEDB Enrichment
• Workaround for Common issues
• Ticket analysis at each account level to understand the repetitive problems
• Standardize Ad-hoc activities
• Cross-train associates in Application Instances