ESC- Team Lead

Lead the regular activities of Ticketing, L2 support and Proactive monitoring efficiently

.b) Handle the Workforce management of the ESC team.c) Analyze the skillsets of each team members and up skill them wherever the operation demands

.d)Coordination with all Client teams and communication with customer for all planned activities/changese) Lead the Major Planned activities with proper Pre and Post activity plans and escalation matrix.

f) Ensure knowledge transfer to colleagues by setting knowledge base processes and documentation

.g) Maintain the communication channel with other groups/departments and improve it on regularly basis

.h) Escalate major faults that can affect service levels to higher management, Customers and different Client teams for faster resolutioni) Coordinate with all relevant stake holders for the root cause analysis,