Job Description

• Responsible for ensuring to work with concerned teams in troubleshooting technology problems.
• Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with
recommendations and solutions
• Ensures that technical recommendations are properly thought of/analyzed and based on hard facts.
• Provides regular updates on the troubleshooting to the team, management, and client.
• Ensures that incident report and RCA are released within SLA post the troubleshooting work and
liaise with concerned groups for the resolution.
• Responsible for the documentation of RCA/ICA and follow through on pending deliverables till
closure.
• Responsible for the routine checking of the operational condition of the accounts and ensures
potential issues are reported for immediate attention/resolution.
• Responsible in responding to incident/problem tickets as per SLA.
• Responsible for documenting work turnover and cascading the same to the team.
• Conducts daily floor walk and account issue tracking.
• Responsible for ensuring timely updates are done on documentation that includes but not limited to
inventory, process, procedures, and operations-related documents.
• Responsible for the regular review and updating of the documentation.
• Responsible for ensuring that information security guidelines and policies are followed and
implemented.
• Responsible for the implementation of changes to ensure compliance of the infrastructure to the
Information security guidelines and policies.
• Responsible for ensuring timely completion of assigned tasks.
• Responsible for ensuring proper documentation and timely updates for assigned tasks.
• Responsible for the coordination with other teams in fulfilling the assigned tasks.
• Responsible for the regular generation, analysis and releasing of reports.
• Responsible for the initial review, gap analysis and providing action plan to management.