The SLA provides customer support and customer service in company and ensures to accomplish with internal processes during life cycle of incidents. Oversees and optimizes main processes related with the quality of service. Monitors the staff availability and skills of support team, coordinates and dispatch main activities. Coordinates schedules for Technical Support activities on a daily basis. Internal QA reviewer. Collects metrics for Trend Analysis. Monitors resource utilization and assignments. Engage Account Management for decision making on Service Level Management. Supports and coordinates Incident Management Process overseeing compliance practices. Ensures turn-over logistics collecting information in order to compile a proper hand over – take over procedure for every shift. Follows up overnight activities and weekend shifts. Incident Management Tool Maintenance and Administration