.Responsibilities:Support Globally without any region barrier on defect resolution, Incident & release management in a multi-vendor and multi-geography environment for ECC & its satellite systemsShould be able to work on implementation projects based on new opportunitiesUnderstand the different Severities and Priorities based on the Level of issueUnderstand the different SLA's and coordinate with support team for expediting the resolution of ticketsAbility to Coordinate with Business users and Support teamIncident Management:Acceptance of Ticket from Users, Analysis, and resolution of Incidents according to defined solution scope and agreed SLAsService Request Fulfilment:Acceptance of Ticket from Users, Implementation of Service Request, Request for Continuous Operations according to defined solution scopeProblem Management:Perform Casual Analysis periodically and fix recurring issues. Root cause analysis and resolution of Problems according to defined solution scope and agreed SLAsChange Management:Analysis of Incidents/Requests involved for Change. Carry out Scope definition, commercial validation, Creation of Change Requests and seek approval from Application owner, Planning, and deployment of Change, Carry out Ticket-based documentationProactive Management:Carry out of interfaces/batch jobs monitoring activities. Monitoring alerts, categorization of alerts according to criticality, Creation of Incident Tickets for identified issues and/or critical alerts. Taking corrective actions by processing the Incident Tickets and Carryout proactive adjustment to relevant parameter to avoid further issues.Continuous Improvement:Provide services which can help Customer to address efficiency challenges. Help to prepare Customers existing landscape for further improvements. Help in redirecting capacity from operations to create opportunity for innovation by benchmarking Assessment and operations. Help Design ofOperations efficiency roadmap. Implement and Realize improvements