Main Duties and Responsibilities:

Act as Floor in charge of approximately 25-30 members team. 

Make sure all issues are reported in a timely and proactive manner and escalated to relevant stakeholders as and when required.

Make sure 1st level trouble analysis being done by teams and take immediate corrective action to resolve issues.

Participate due role in fault reduction and improving operational efficiencies

Prepare shift summary report and facilitate a smooth handover at time of shift transition.

Train new joiners in teams with both formal and informal OJT and rotate team members from domain to domain.

Prepare weekly / monthly progress review reports and identify key performers as well as weak areas in team.

Act as single POC with management for information forwarding when major problems occur.

Participate in preparation of SOP.