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Open tracking tickets for service interruptions and set severity based on defined criteria. Ensure SLAs, schedule, quality and customer satisfactions are meet and exceeded. Ability to prioritize and successfully handle multiple engagements simultaneously. Responsible for achieving assigned metrics for the organization. Contact the appropriate second level support team to respond to each service interruption. Assist in problem resolution as directed by second level. Participate in shift hand-off to ensure seamless support at shift turnover. Expected to perform as a virtual extension of the Eaton Data Center event management team. experience5 A client of Randstad India .