1. Responsible for the Front-line IT support provided by service desks located in Argentina, Hungary, India, Malaysia, Morocco and Michigan to the clients of HP.
2. Accountable for the management of Operational Metrics: SLAs and KPIs.
3. Responsible for the management of the Incident Life-Cycle inclusive of Knowledge, Problem, Change Management and Request Fulfillment for the client.
4. Accountable for Continuous Improvement programs for IT Services and Service Desk.
5. Accountable for the introduction and on-boarding of new applications and services for T1 support.
6. Performing Root cause Analysis for Business Critical Incidents Reported and coordinating with Situation management team
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