Associate Consultant

Job Description (Posting).

"Owns the delivery for Database, Middleware and Web Infrastructure platforms.

Manage Database and Middleware in different platforms including Windows, UNIX and Linux.

Engage Team in modernizing the existing Middleware and Database workloads.

Periodic Analysis of database, middleware activities and configuration parameters.

Interact with OEM for critical technical support

Drive delivery transformation, technology infusion, customer communication and benefit articulation

Derive unique strategies that support customer needs including identifying and analyzing technical problems and evaluating alternatives, developing and integrating solutions.

Liaise and manage collaboration between service lines to bring in synergies and ensure successful delivery

Setup delivery and governance rigor and reviews operational metrics, assess risk and drive mitigation plans, review SoW

Manager complex delivery, stakeholder manager, conflict resolution, and people management etc.

Report SLAs, metrics and other critical hygiene factors as per the contract

Report to our internal leadership team on overall engagement (like delivery, contract management, staffing, financials, etc.)

Establish and manager working relationship with other towers for delivery excellence

Lead / Service Owner for Customer and Employee Satisfaction

Focus on project opportunities and transformation initiatives

Implement ITIL process definitions along with automation

P&L responsibility of services offered

Architecture gap assessment studies Implementation of new technologies Consolidation/virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficiencies

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(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.