Hybrid Technical Lead-Cloud & Infra Engg (INDIA - BENGALURU - HP, IN) chez Birlasoft

Area(s) of responsibility

• Processing incidents and service requests initiated by clients using either the Self-Service Portal, email or telephone.
• Recategorizing incidents by service and category. Setting the priority for resolving incidents based on impact and urgency.
• Managing service requests to make sure that they are not breached and covered within agreed SLA.
• Providing status on service requests to clients. Updating service requests. Escalating incidents and service requests to the next level of support if necessary.
• Experience of using appropriate IT technologies, methods, principles and tools such as: Service now, Skype, MS Teams, Outlook,, Windows OS, Office 365, etc.
• Excellent communication skills and capable of maintaining excellent peer relationship.