• Provide End to End support for internal end users
• Incident Management & Request Fulfillment Management Experience through tools like Remedy
• Coordinate with Infra Support Service Desk and other technical teams for issue resolution
• Tickets to be transferred or escalated to respective support groups if it is non-resolvable or out of scope Follow up with the respective support teams/towers for appropriate action on pending incident/ Request on daily/weekly basis Monitor the status and progress towards resolution against IT service levels of all in scope open incidents and requests Vendor Management and Procurement management on need basis Attending Governance meetings and providing Root Cause Analysis to internal and External customers on weekly/Monthly basis Supporting in Planned and unplanned downtime reported