Key Responsibilities:

• Monitor daily ticketing activities and ensure compliance with SLAs (Service Level Agreements).

• Provide guidance to field resources on processes and infrastructure-related resolutions.

• Maintain continuous communication with cell leaders to manage resources effectively and ensure all client requirements are met.

• Facilitate communication between consultants and the account manager to keep all parties informed of any changes in processes, procedures, or SLAs.

• Coordinate activities between various support teams to ensure efficient incident resolution.Identify and explore potential sales opportunities within ongoing operations.

• Advocate for urgency and prompt response within the team to meet critical priorities and SLA metrics.

• Conduct quality service monitoring and manage severity levels effectively, including involvement in Priority 1 and 2 incidents.

• Understand and implement the client’s internal procedures for Root Cause Analysis (RCA), problem enhancements, and severities.Generate weekly and monthly reports, and handle billing and end-to-end fulfillment as per contractual agreements with HCL.

• Propose AMS (Application Management Services) projects and follow up on enhancements, incidents, service requests, escalations, and changes.

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Qualifications:

• Professional experience in SAP.

• Familiarity with ITIL frameworks.

• Proven ability to meet annual ticket reduction metrics.

• Excellent communication skills and the ability to manage cross-functional teams.