Ensuring that service norms committed to customer are met.

Ensure customer satisfaction by responding to all escalations.

To assist the Operations Manager in delivery of the assigned Infrastructure Management Services.

To handle escalation calls.

To prioritize the calls, analyze calls on response / resolution violations.

Reviewing performance with the customer periodically during on-going phase.

Generating MIS reports and preparing process documents.

To act as a single point contact for the customer for all IMS related issues.

To organize resources required for running the account / providing services as per SLA.

To ensure that customer complaints are resolved by taking corrective actions.

To evaluate engineer performance periodically.