Responsibilities:
• To be main support entity for NSE team technical queries or complex cases.
• Work with team head to set the plans for knowledge sharing for any new technology to be supported by the team.
• Work with Team head to set training & development needs for every team member.
• Being first point of contact for escalations & align with team members for fast resolution as well as update Team Head with escalations received & if support is needed before reaching higher levels of escalation
• Keep team share point database accurate and up to date.
• Work with team head to adjust Way of Work (WoW) document & update it accordingly whenever new technology to be supported or new process/interlock to be followed.
• Back up the team head during his absence & work on delegated tasks required.
• Report performance issues being noticed to team head and work with him/her on the improvement actions
• Report excellent performance & support cases from different team members in order to be reflected in team performance records
• Follow up on daily basis the shift handover sheet & make sure hot and TACs tickets are being handled on regular & accurate manner.
• Suggest when needed new actions & process modification to accommodate new/existing technologies support process, team environment or tools
• Help the new joiners in the team to be fully functional with robust knowledge level as per the onboarding plan defined by the team manager