1. SLA Monitoring & Communication
- Continuously monitor the ticketing dashboard during the shift.
- Proactively track tickets nearing SLA breach.
- Notify and coordinate with the respective engineer to ensure timely resolution.
2. Ticket Review & Analysis
- Review long-pending and aging tickets regularly.
- Analyse delays or bottlenecks and ensure corrective actions are taken.
- Escalate recurring deviations to the respective Tower Leads.
3. Escalation & Incident Management
- Act as the primary escalation point during the shift.
- Lead and front-end escalation or bridge calls.
- Pull in the required skill sets or cross-functional teams to drive resolution.
- Ensure incidents are tracked effectively until closure.
4. Customer Engagement & Communication
- Keep the customer informed and engaged during critical activities or major incidents.
- Provide timely updates on progress, action plans, and expected resolution timelines.
- Maintain clear, professional communication to ensure customer confidence.
- Ensure customer concerns are acknowledged and addressed promptly.
5. Ownership & Accountability
- Ensure engineers proactively own assigned tickets.
- Verify that tickets are addressed promptly with proper updates.
- Drive accountability and ensure SLA commitments are met.
6. Communication Readiness
