·
Resource should be prompt in acknowledging and
triaging tickets, assigning them as per SLAs and agreed processes
·
Support Service Management/process related
activities performed by the SMO with relevant delivery data
·
Responsible for end to end services for the
application cluster/portfolio being managed
·
Coordinate with onsite and offshore teams as
necessary during project delivery, including daily connect calls
·
Ensure adherence to defined processes (like
creating problem records, performing timely RCA's, creating knowledge articles,
maintaining application documentation etc.)