Track Lead (1.) To drive compliance of process norms & ensure process effectivess/awareness through regular process audits, quality adherence checks and frequent training procedures (2.) To effectively implement process maturation and continual improvement intiatives through new revision frameworks including service improvement in conjunction with CFS TEG (3.) To guide team members and cross functional teams to ensure tool related improvements, ITSM tool interfacing to ensure process norms are adhered (4.) To update onself with latest process relaed initiatives and skill knowledge (5.) To manage escalations/SIP/CSI in adherence to agreed quality and process norms (6.) To interact with customers to ensure smooth delivery of responsibilties through effective management of service level responsibilities