System Support Manager-Reputed ISP Industry-Surat, Gujarat, India- 6 LPA-Sonali
2 weeks ago
JOB DETAILS
Manage and triage incidents and service request assigned to team queues in ZenDeskPossess or quickly gain detailed knowledge of the work done by the application development teams to effectively document and support the applications
Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level
Verify that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted
Assign tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability
Help to manage overall prioritizations between production incidents/problems, releases, and new application implementation
Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA's
Track and report on metrics for tickets assigned to and handled by the Application Support team
Provide data and reporting of KPI's and trends to Management in ad-hoc, weekly, monthly and as needed
Manage the day-to-day activities of the applications support team, providing them guidance and direction as necessary
Build and manage the IT Application Support Team's roadmap
Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction
FUNCTIONAL AREA
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