Job Description

• Monitoring (Queue/Application /Health check)
• ITIL Process adherence
• Daily/Weekly/Monthly Status Reports
• Ticket analysis report
• SOP creation for known errors and Service Requests
• Permanent fixes for repeat incidents / SRs
• Status updates to end users on their Incidents /SRs

Knowledge sharing on the existing platform for migration activities
Requirements
Team will use the ServiceNow tool & Email Communication for ticket handing
The support team will raise a service ticket for the email communication request from customer.
Wipro Offshore support team will support from 4:00 AM EST to 1:00 PM EST (2.30 pm IST to 11.30pm IST)
Support operations will be performed by the team on a commercially reasonable effort basis with available bandwidth.
The team will provide extended support during the weekend / month end as needed. Associates required to work on weekends will be entitled to a corresponding amount of paid time off (PTO) on a weekday, typically at a 1:1 ratio, which can be taken at their convenience within a specified timeframe,
with approval from Customer and Wipro manager.
Support team to follow the Customer holiday calendar.

Skills Required