Supervisor

The Infrastructure/Mail Monitoring task involves tracking alerts related to system status (e.g., camera down, NAS issues) and maintaining accurate records to ensure smooth operations and timely communication with customers. Supervisors are responsible for overseeing task execution, ensuring SLA compliance, and preparing detailed reports.

Below are the responsibilities:

1. Service Level Agreement (SLA) Compliance

   • Timely Action:

     • Ensure all alerts are addressed within the SLA timeframe to maintain high service standards.

     • Monitor executives’ responsiveness to incoming alerts and escalate delays promptly.

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1. Ticket Management

   • Active/Carried-Over States:

     • Verify that tickets are updated to reflect their current status (e.g., moved to “Active” or “Carried Over” states) based on the latest alerts.

     • Ensure no unresolved tickets are left unaddressed.

   • Status Tracking:

     • Keep track of all ticket statuses throughout the day, ensuring accurate record-keeping and smooth workflow transitions.

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1. Document Accuracy

   • Mail Monitoring Track Document:

     • Review the document regularly to confirm that executives have recorded all alerts accurately.

     • Ensure all fields are filled correctly, with no missing information or discrepancies.

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1. Reporting and Analysis

   • Daily and Weekly Reports:

     • Create summaries of alerts received each day and week.

     • Analyze trends and provide these insights in reports for customer meetings, including key metrics such as alert frequency and resolutions.

   • Abnormal Alert Surge:

     • Monitor for any surge in alerts beyond normal levels.

     • Investigate potential causes and inform upper management with a detailed summary.

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1. Communication and Coordination

   • Customer Meetings:

     • Present weekly reports, highlighting key trends and operational insights to the customer.

   • Upper Management Updates:

     • Immediately escalate unusual activity, such as spikes in alert volume, to upper management with supporting details.

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Key Deliverables

• Ensure all alerts meet SLA requirements and are addressed promptly.

• Maintain accurate and complete ticket updates and documentation.

• Provide comprehensive daily and weekly reports for internal and customer reviews.

• Proactively track and escalate abnormal patterns in alert activity.

By enforcing SLA compliance, accurate documentation, and effective reporting, the supervisor ensures seamless operations and timely communication with all stakeholders.