• First point of contact for any production issues opened with priority 1 and 2 to Contact Center and branches across India, US & Philippines region.
• Perform Project Management duties for local associates and attend regular meetings with TCS project management and with HR Managers.
• Analyzed the incidents happening periodically and express views during Business review.
• Work as Incident Manager for P1 & P2 incidents impacting business and ensure addressing the issue within SLA.
• Act as a problem manager to ensure all incidents are analyzed as per problem management standards to ensure the non-reoccurrence of the issue.
• Provide an in-depth PMR type process will ascertain the root cause as well as help develop long term, short term, and systematic process gaps, work around solutions to be implemented in efforts to avoid recurrences of same issue.
• Provide technical analysis and identify all the development / Code gaps, testing gaps, Retro / other system gaps, functional gaps, Infrastructure gaps, Validation gaps, process gaps through postmortem process for all major incidents and work with respective support groups and Engineering team in separate interlock meetings and address them with permanent solutions.
• Coordinate with AIOPS to automate self-healing process, automated MIS reports generation, Dashboard creation for critical applications.
• Create and modify production-critical jobs.
• Coordinate with Site reliability teams & performance engineering teams and ensure thematic analysis for all P1 incidents for all Line of business.
• Provide support during Continuity of Business (COB) scenario that includes application support and primary data restoration support. Analyze the direct cause, perform root cause analysis of the problem, and take corrective action to ensure that no such failures will repeat.
• Analyze and understand the existing system capabilities to approach the solution or recommend commercially viable solution to Customer/User issues with the aim of optimizing operational efficiency.
• Set up the required Splunk dashboards, AppDynamics alert configurations, Atternity tool monitoring set up for critical applications.
• Work on Enhancement, analysis and support of all the Contact Center and Branch applications. This includes Incident management, change management, alert monitoring and presenting the application trackers and system health’s to the client leadership.
• Ensure the quality of the deliverables by performing quality audits
• Groom the new resources with same level of knowledge with tenured users.
• Interact with clients and develop leads to channel business requirements and producing defect free deliverables.
• Work in all partner locations on weekly basis and track all the upcoming network and desktop changes and ensure that proactive measures are in place to avoid any downtimes to the operations and is well planned without any unexpected delay.
• Provide detailed weekly and monthly MIS reports analysis.
• Provide extended support for various issues including standard and major/critical incidents.
• Collaborate with the Location Managers and establish transparency to improve service availability.