Complete Understanding of Service Level Agreements singed off with Customer Overview of complete datacenter, network, security, windows, O365 architecture. Defining Goals and Objectives of Team Members and Taking Sign Off TNI ( Training need identification ) for all the team members and ensuring the same. Recommendations for Awards and Appreciations Monthly / Quarterly along with Probationary, Half Yearly, Yearly Appraisals for team members. Raising of RR's for new resource requirement / replacement of existing employee Ensuring Monthly attendence in FMS for all the team members and Approval of Monthly Legitimate Claims of team members. Internal Meeting with all the team members to track the weekly/monthly activities & performance of different domains and for developing strategy for better co-ordination among teams. Ensuring Adherence to the processes in all the domains and conduct internal audits time to time for compliancy check. Involvement in all S1 calls & all critical incident calls with high impact on business and ensuring all Stake holders are updated timely Initiating/Reviewing of all the SIP's across domain and keep a track of it. Reviewing Monthly MIS and presenting it to customer. Ensuring timelines on all the actionables on weekly MOM's and review it with customer. Support Structure Reviews including Capacity/Resource Planning. Closing of all escalations within Singe Business Day. Internal Meetings with all the domain leads in developing strategy for better co-ordination among teams. Reviewing the Roster plan for the team and ensuring backup engineer for all critical issues. Ensuring proper handover for the team members leaving the organisation and controlling attrition. Make random checks for verifying the Daily handover and checklists are being filled and followed. Driving new initiatives for improving overall service delivery, Ensuring all the audit points which has comeup during external/Internal audits are closed. Performance checks and random tests and prepare action plans on performance issues. Review of all the reports on a weekly/monthly basis for all the Domains. Raising the concerns of the team with backend and customer, Review of Processes and their roll-out. CSAT to be done as per norms with high Customer Satisfaction Ratio. Screening fresh and experiened candidates for different roles. Participation with customer in upcoming projects, prepare CB analysis, check the feasibility, share the best practices and then involvement in the implementation of the project.