EOS LLD (Enhanced Operations Service)- 10+ yrs- REMOTE

Job Description:

•Quality service delivery and defining, tracking, and achieving various service KPI and SLA’s.

•Participation in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer.

•Responses during escalations, steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for customer system, driving initiatives to standardize and simplify server operations.

•Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies

•Hyper care service, Go-live safeguarding E2E ownership of customer service maintenance plan activities are the major activities driven by the expert team.

•Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery

•Process improvement initiatives for daily operational activities

•Streamline standard operating procedures by focussing on automation enhancements.

•Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.