Responsible for 24X7 monitoring of IT applications such as Oracle BRM, CRM & Data warehousing and reporting.
Ensure that trouble ticket (TT)is raised as per the agreed SLAs. Perform basic trouble shooting as per the defined process and escalate to L2 for next level of troubleshooting.
Create KPIs reports of IT elements which are mentioned in the role purpose and share with relevant stakeholder for further analysis.
Support for pre and post heath check for any major application changes in the domain(BRM,CRM,UIM,OSM,OCOMC,OC3C,ECE,Channels)and any other domain based on the request. Support L2 engineers Resolve end users complains
Liaise with third party vendors and support them as part of incident resolution and assure that the SLAs are intact with them.
Support L2 engineers for end-to-end Incident management and network audits and analyses with the focus on proactive detection for IT domain aligned using ITIL process
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