Act as a focal point for all support related queries and issues
Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
Review and approve service request/enhancement effort, schedules and risk plans
Responsible for resource forecasting and planning
Plan, track and monitor the tasks assigned to the team leader/ members
Monitor and improve team performance, providing leadership, coaching, and performance management
