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Environment Management
- Production and test environment management
- Periodic cloning of data in test
- Yearly data reconciliation
- Backup and recovery management
Incident Management
- Issue ownership - End-to-End
- Single point of accountability
- First time right
- Shift-based delivery model
Continuous Improvement
- Reduce number of tickets
- Shift Left Strategy
- Knowledge Management
- User enablement
Problem Management
- Fix root cause of the issues
- Process based problem backlog and prioritization
- Trend analysis | 80:20 rule
SLA / KPI based reporting
- Response and Resolution time SLAs
- KPIs for continuous review
- 3-Layer governance mechanism
- SLA dashboards
Proactive Monitoring
- Nightly batch monitoring
- Database & infrastructure monitoring
- Daily/weekly Health checks
- Create monitoring dashboards
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