- Team Management: Supervise and manage the team on the floor, ensuring adherence to schedules, handling escalations, and fostering a collaborative and productive work setting.
- Ticket Resolution Oversight: Monitor and oversee the ticket resolution process, ensuring timely and efficient handling of incidents, requests, and problems in alignment with established service level agreements (SLAs
- Information Reporting to Management: Provide regular updates and reports to higher management regarding team performance, ticket resolution metrics, and operational issues, contributing to informed decision-making.
- Incident Management Reporting: Manage and report on incident management activities, including response times,
resolution rates, and post-incident reviews, identifying trends and recommending improvements.
- Change Management Support: Facilitate change management processes by ensuring team compliance with change procedures, overseeing change implementation during shifts, and reporting on change success rates and potential issues.