Meaningful work,
meaningful life

Job Responsibilities

·         Primary point of contact for the customer for any issue.

·         Answer, evaluate and prioritize incoming telephone calls, email and system generated request for assistance from customers experiencing problems.

·         Work as a service desk handling customer issues with full accountability till resolutions.

·         Monitor the health of Servers (UNIX and Windows), network devices (Routers and Switches), PaaS services and applications spreading across at different geographical locations on 24*7 basis.

·         Raise severity of alarms as per defined guidelines and having ownership of the issue till its resolution.

·         Recognize problems, research, resolve and follow-up for routine customers problems. Refer more complex problems to supervisor or technical staff.

·         Troubleshoot and resolve the alarms/alerts as per defined procedure and escalate unresolved alarms to tier2 or tier3 groups for further investigation and troubleshooting.

·         Ensure that correct resolutions are discovered and involve appropriate parties in resolving problems when needed.

·         Perform timely follow-up on incidents to ensure timely resolutions and customer satisfaction.

·         Adhere to SLA and process as per the project needs.

·         Access knowledge bases and SOP’s to aid in incident resolution.

·         Log and track all tasks using ticket tracking system.

·         Work independently and maintain a high degree of professional conduct at all times.

·         Handle Conference Bridge as a facilitator to get high priority/potential high priority incidents & problems resolved within SLA.

Candidate Profile

·         Education: BE/B-Tech/MCA/B.Sc. IT/BCA any IT Technical graduation level degree is a MUST.

·         Experience: 1 to 2 Years.

Knowledge and Skills (Mandatory):

·         Excellent communication skills both oral and written.

·         Ability to do multi-task like monitoring, ticket update, live update on on-going bridge, etc.

·         Strong knowledge about ITSM based monitoring and ticketing tools.

·         Strong knowledge about ITSM process like incident management, change management, problem management.

·         Good knowledge about Windows/Linux server, Networking, Databases and application functionality.

·         Ability to work as a facilitator on major incident conference bridge.

·         Able to provide update to high profile customers stakeholders during call or live conference bridge.  

·         ITIL certified with good knowledge of ITIL foundation.

Knowledge and Skills (Optional / Good to have):

·         Basic knowledge about Cloud/AZURE

·         Microsoft certification on cloud