09 Sep
|
NMS INFRAA
|
Mumbai
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)
📌 Support Delivery Lead Mumbai
🏢 NMS INFRAA
📍 Mumbai