?	Serves as a single point of contact to Procter and Gamble (P&G) key users providing 24/7 service for more than 140 production/warehouse servers globally by troubleshooting Application and Infrastructure Incidents with 1 hour CRITICAL SLA, 2hours MAJOR SLA and 24hour MINOR SLA. Aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations.
?	Acts as a first-level (L2) support specialist to P&G key users (BPO/TPO) representing WMS/MMCS Service Management. Creating Service Call ticket using Service Desk.
?	Troubleshoots using Reflections by connecting remotely to a UNIX/Linux Server.
?	Provides information and updates on the ticket created either through email/Lync/call.
?	Update, select, alter query on database using SQL.
?	Provides database support which includes UNIX, Linux and Oracle knowledge.
?	Provides support for Data Warehousing of Procter and Gamble through Incident Management, Change Management, Problem Management and Configuration Management with SLA to meet across 136+ P&G sites worldwide.
?	Provides solution for basic system and operational incidents/requests and assign or escalate the incidents/requests to the appropriate support team. 
?	Acts as tracking owner on Service Call status and provides update to key users on a regular basis, depending on incident impact. As well as ensures that the incident/request is solved on time and closed within SLA - 1 hour for Critical, 2 hours for Major and 24 hours for Minor.
?	Performs Routine Changes and Urgent 2 Hot-fix application for the RTCIS Service Management. 
?	Provides 24/7 support on shifting schedule.
