Should have managed team members who have handled tickets themselves (Service requests & Incidents @L1, L2, L3 levels) particularly on Application Support and Job monitoring (NOT Infra support)
- ITIL and knowledge on ticket management processes
- Should have prepared monthly or bi-weekly status reports and presented details on ticket data, utilization, productivity.
- Should have looked at continuous improvement as part of the service support leading to YoY cost savings.
- Some knowledge of tools used as part of support like Autosys, Ctrl-M etc.. even if not fully thorough, at least could have managed team who were using these
- Should be aware of the CAB process, and release management process, DR process (should have handled team who performed this)
- Should have done Transition Management (takeover of new support opportunities from incumbent supplier or vendor, and onboarded new team - through Due Diligence, Transition planning, execution, and taken to steady state support)
- managed team on 24*7 and on call supports including roster planning and management.
- Managed and reported SLA Adherence with tracking & reporting.
