IBU Function Goals :Client Management: Improve Customer Satisfaction index to

meet target 1). Communicate effectively with Technical leads of ATT and take all the
proactive measures to ensure that there are no escalations. 2). In case of any
escalations, extend support for preparation of the PIR and attend review meetings.
Extend help in closure of AI resulted from PIRs. 3). Understand the work area from
business perspective and try to buid the knowledge base/repository which shall
serve as key reference for all future needs. 4). Prepare and circulate the Minutes of
Meeting for all the client meetings to all the stakeholders. 5) Improve Customer
Satisfaction index to meet targets.

IBU Function Goals :Delivery: On-time, within-budget delivery meeting customers

quality expectations 1).Contribute in Optimizations/ Automations 2) Ensure deep
analysis on tickets is being done and provide TVR (Ticket Volume Reduction)
oppourtunities on regular intervals. 3). Ensure delivery compliance and Owns the
deliverables in shift for their respective work areas. 4) Extend support for WSR & PIR
for updates from respective work area as and when required. 5) SLA Compliance - a)
Ticket Compliance - Ensure all AOTS (TM & CM) worked and resolved within the SLA
targets. b) Quality -Ensuring quality of notes in AOTS TM/CM tickets, proper q/email
communication. c) Outages - Maintaining proper communication during outages and
ensuring an active participation on Bridges and chat rooms. d) Service Availability Regular review of Service availabilty using KIT and deep analysis for all the metrics.
Provide the sugesstions to SDMs for acheiving the service availability. Join all PSAP
calls and share the details with Team and SDMs for any action Items. e) Trainings Attending mandate trainings hosted by AT&T. 6) Provide Metrics data requested by
SDM timely for the team. 7) Ensures that the relevant project delivery artifacts viz.
SAD, contact lists, MNP, training tracker, training documentation etc are fully up to
date, for the respective work area. 8) KMS Contribution - Sharing best practices and
learning with team and SDMs

IBU Function Goals :Communication: Identify and mitigate risks and communicate
to Service Delivery 1). Resolve the issues promptly and keep the reporting manager
fully updated by providing multiple options. 2). Participating in team meetings on
periodic basis and ensuring all action items assigned are closed within agreed time
frame. 3). Provide periodic anlysis and updates on delivery and SLA along with
effective causal analysis - ensure discripencies are analysed and taken up with
appropiate ATT stakeholder. 4) BNS Notifications - Periodic and timely Outage
Notifications to all respective stakeholders for P1 MC Outages and as per guidelines.
5) Informing TechM Leadership for every M1/M2/M3 outages and involving them as
appropriate.

IBU Function Goals :Billability and Shift Coverage: 1).Ensure timesheet entries are
correctly & timely filled without any issues. 2). Leaves - Self: 2.1). Adhoc leaves Ensure that there are no adhoc leaves 2.2). Planned leaves - Seek approval from the
reporting officer well in advance(at least 3 weeks prior) 2.3) Ensure that WFH is very
limited and as per the LORA guidelines with minimum exceptions and with
appropriate communications. 3). Discharge the role/responsibility of DSM as per the
TechM incident management process guidelines artifact and as per the DSM ROTA
as and when required. 4) Maintain and update OT tracker /Comp off tracker/leaver
tracker.

IBU Function Goals :Team Skills: Motivate, Build and Retain talent through various
initiatives 1). Handle the conflicts within the team in a very transparant and tactful
manner. 2).Ensure all the resources are fully and effectively utilized(ensure that
team productivity is around 85%). 3). Always ensure code of professional conduct.
4) Extend support by being available for shift coverage whenever required. 5)
Impart training to new joinees and share knowledge with peers. 6) Always look to
build strong Team irrespective of Locations. 7) Motivate the associates to help them
attaining the set goals and be passionate of their work.