Here is a typical day in life
6:30AM– 8:30 AM: Morning Review and Prioritization
Begin the day by reviewing dashboards and reports from ServiceNow and Power BI to assess current operational performance.
Prioritize incident escalations, review overnight alerts, and ensure all systems, networks, and applications are functioning optimally.
Check in with the global support teams to confirm that SLAs, FRT, and TTR metrics are on track.
8:30 AM – 9:30 AM: Daily Stand-Up Meetings
Lead Agile stand-ups with the L1/L2 support team and the software engineering team to discuss ongoing projects, incident resolutions, and upcoming sprint tasks.
Address any blockers and ensure alignment with company priorities and team goals.
9:30 AM – 10:30 AM: Strategic Planning and Leadership Briefing
Collaborate with senior leadership to present updates on strategic initiatives, including digital transformation efforts and resource optimization plans.
Review and refine roadmaps for upcoming technology updates, tooling, and infrastructure enhancements.
10:30 AM – 12:30 AM: Review Problem Resolution and Major Incident Management Reports
Chair a bridge call for a review of major application or infrastructure outages.
Direct retrospective action planning to address root causes and prevent future occurrences, documenting progress and outcomes.
12:30 PM – 1:30 PM: Lunch Break and Informal Networking
Use lunch as an opportunity to connect with team members informally, addressing career development or morale-boosting conversations.
3:30 PM – 4:30 PM: Application Development and Infrastructure
Work with SRM and Security teams to resolve any outstanding Azure infrastructure issue, ensuring alignment with business needs and goals.
Review technical updates with software architects and product managers to prioritize enhancements and defect resolution.
5:30 PM – 6:00 PM: Wrap-Up and Planning
Use lunch as an opportunity to connect with team members informally, addressing career development or morale-boosting conversations.
7:30 PM – 8:30 PM: Morning Stand Up with the India team
Connect with the India team as they begin their shift to address any unresolved questions or concerns.
Ensure warm hand off for any issues between two shifts,so the incoming team can maintain continuity and prevent any gaps in resolution.