Key Responsibilities:

- Lead daily L1/L2/L3 support operations for MES systems, ensuring SLA-driven execution.
- Act as the escalation point for critical support issues and ensure swift resolution and communication.
- Collaborate with technical, QA, and business teams for root cause identification and resolution.
- Drive RCA (Root Cause Analysis) processes and follow up on corrective and preventive actions.
- Develop and maintain a knowledge base aimed at automating solutions for recurring tickets.
- Lead ITSM maturity improvement initiatives through CSIP and best practices.
- Plan and implement automation solutions to reduce manual intervention and improve MTTA/MTTR.
- Monitor KPIs and provide data-driven insights to enhance support outcomes.
- Train and mentor support team members, ensuring knowledge readiness for current rollouts.
- Gain and apply end-to-end functional and technical understanding of IN4.0RM (MES)

Skills: Incident Management, Problem Management, Change Management, Release management

Experience: 10.00-20.00 Years

📌 Support Delivery Lead (Mumbai)
🏢 NMS INFRAA
📍 Mumbai