• 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 th...