Call Management & Escalation
· IT User Support on Phone, Email & Tool
· Call Logging.
· Ensure that all calls are responded/resolved within SLA
· Reporting as per defined frequency
· Ensure that response to the user is properly drafted and understandable to the users
· Vendor Coordination on Hardware breakdown calls
· Route the calls to the appropriate support team in the NOC/SOC or DC vendor
· Provide information and activity support to all parties logging call, pertaining to DC infrastructure and assets
· Infra Support Operation for Managed Services
· Any Ticketing tools
· Review tickets to meet the SLA
· Handover of pending tasks to next team member
· Coordination with respective domain teams to resolve the tickets within SLA
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