Lead Application Support

JD also mention below please go through,
ü Preparing Weekly / Monthly / Quarterly Reports, Business Review presentation and frequent calls with Client and Management team to present and discuss about Process progress, SLA, Escalation reports, Metrics, KPI, Team performance, new implementations etc.
ü Prepare team roster and Involvement with Senior Team Managers to hiring new staff
ü Need to have ITIL methodology understanding 
ü Prepare plans/ documents during Project transition phase 
ü Handling Incident Escalations, Audit request, Incident summery, Stakeholders urgent requests, RCA, Mass routing etc.
ü Mentoring and Training up tenured and new staff to ensure the ticket resolution by following SOP within the SLA.
ü Conducting team and 1:1 meets to share and discuss about the performance, feedback, new changes in process, applaud the achievements to level up the customer facing support quality.
ü Monitor queue to locate high severity customer tickets or long-pending ones and delegate the same to team members with resolution to avoid escalations.
ü Sending MoM, Shift handover to Team to highlight the Daily update and key points.
ü  Hands On experience in P1, P2, P3 , Ticketing system, 
ü  In-depth knowledge of performance metrics
ü  Good PC skills, especially MS Excel
ü  Knowledge of different technology, SAP, Informatics, SQL, JAVA, Dot. Net. Etc.