L1 Engineer ESOC Incident Management ( 81540068 )

1. Manage all service escalations to L1 desk raised by the customer or
internally by stakeholders
2. Handle the tickets proactively for large accounts
3. Engage with customer side SPOCs and internal teams to resolve the
tickets
4. Monitor and intervene in all service requests / complaints which
breach MTTR (Mean Time To Resolve)
5. Ensure coordination and timely follow up with core functional teams
for quick issue resolution
6. Comply with team roster and occupancy on day to day basis
7. Ensure quality service to customer through accurate and timely
resolution
8. Design a feedback mechanism and framework by monitoring and analyzing
past data
9. Ensure process improvements by facilitating month on month MTTR
efficiencies