Responsibilities:
Proactively monitor all incidents in ITSM portal.
Timely escalation of incidents to Level II support to meet SLA.
Monitor system performance/alerts and escalate to Level II support.
Review of automated reports and escalation of issues to POCs.
Perform job monitoring and escalations.
Respond to phone calls and user emails/requests/queries.
Perform system alerts suppression.
Able to perform adhoc task based on operational/project requirement.
