Admin Gsr Sg6

1) Provide support to L1 Analyst and support incidents assigned as part of functional escalation that require L2 technical support

2) Provide support on Complex technical issues in platform

3) Support in Platform, Infrastructure and VDI Upgrade

4) Provides monitoring and escalation of all incidents

5) Performs incident reassignment as requested by Incident Analysts

6) Determines if reassignment threshold has been exceeded

7) Performs functional escalation of incidents

8) Identifies incidents with cross-functional resolution responsibilities and assigns to Problem Management

9) Manually reviews incidents which have been identified as exceeding escalation or monitoring criteria and takes appropriate action as outlined in the Incident Monitoring Policy

10) Manage Change to Platform

11) Manage Patch to Platform

12) Manage Weekend Maintenance

1. Ensure Command Centre Monitoring Task for Process transitioned by PDO for L1 Monitoring are Performed without Failure and All Splunk Alerts are actioned by Analyst.

2. Improving Monitoring capabilities for better Operations.

3. Quarterly/Annual Access Review for End Users and RPA Platform Team.

4. Onboarding / Offboarding team.

5. Shift Schedule.

6. Represent Platform team in DOR meeting.

7. Provides guidance and direction to the Incident Agent Team Lead for incidents requiring multiple support group interaction(DBA/WAS/LBAS/Windows/VDI/Messaging/ITSD).

8. Track Creation and Manage Problem Request for all SR & Repetitive Incidents related to Pega or Ford Infrastructure Monitoring
- Oversees the need to create problems for ‘live’ incidents

9. Oversees hierarchical escalation performed by the Incident Agent Team Lead

Manages exceptions with the defined escalation path when needed, as defined in the escalation policy

10. Approves requested changes to Increase or Lower incident priority
- Provides guidance to Incident Analyst Shift Lead as needed to determine appropriate course of action when incident reassignment thresholds are reached