Job Summary
Monitoring and Communication
Remote Infrastructure tickets monitoring across all towers
Provide appropriate communication to impacted infrastructure stakeholders about business impacting incidents events in case of P1 incidents
Monitor ServiceNow queues and assign to technology towers as per the shift roaster
24 by 7 on seat support
Responsibilities
Monitoring and Communication
Remote Infrastructure tickets monitoring across all towers
Provide appropriate communication to impacted infrastructure stakeholders about business impacting incidents events in case of P1 incidents
Monitor ServiceNow queues and assign to technology towers as per the shift roaster
24 by 7 on seat support
Command and Control
Follow established incident management process using BandLs ServiceNow instance
Coordination Documentation and Reporting
Coordinate with all relevant teams for incident resolution
Coordinate with service desk and other third-party teams
Follow a predefined escalation process for critical issues as well as escalate to Level 2 and Level 3 support
Preparation of Monthly and Quarterly presentations
Ad hoc report preparations
Raising On-boarding Off-boarding requests and tracking them to closure