Change Management Recieve change requirest from IT teams and service deskParticipate in CAB meeting for emergency changescoordinate with team for change execution and maintain KEDB
Incident ManagementRecieve incidents from helpdesk and monitoring systemsTriage, assess and manage incidentsIdentify problem for root cause analysisLead and Drive Service recoveryProblem ManagementTrack recurring incidents and identify and assign the problem areasIdentify the team for problem investigationParticipate in post mortem reviewsManage application mailbox (manage business and technical mails)
Monitor business reported issuesdaily health checkcorelation of alerts and incidents of major severityReal time updates
Continuous Service improvementsStakeholder communicationVolume and trend analysisService level management (tracking and reporting month to date metrices)approval of application capacity plan