SPECIALIST
DC Operations Job Description
L1 Position: Ability to communicate clearly with internal teams (both technical and
- technical audiences). Event monitoring application and infrastructure using monitoring tools. Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Route incidents and requests to appropriate teams. Work as a central point of contact for all technical support teams and provide
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- date information for
- going incidents/alerts. ITIL Knowledge for incident/request/problem/change management. Willing to work in different shifts, rotational week off and national holidays as required by Business. Keep the datacenters functional and report any unresolved incidents to technical teams within defined SLA timelines. L2 Position: 2-3 years of alert monitoring/ITIL process experience. Should possess strong knowledge in ITIL's incident management and change management module. Hands-on work experience with the following: Any alert monitoring tool e. g. : SCOM, Solar winds, Control Up, Moogsoft, Citrix Director etc. Incident lifecycle process. Any ITSM tool e. g. : Remedy, Service now etc. Batch job scheduling. Start/stop backup jobs. Backup monitoring tools like Networker. Flexibility to adjust to multiple demands, shifting priorities. Able to create Run books, SOP's regularly/reviewing documentation works. Act as a gateway between the customer and the Project team, ensuring issues have met minimal requirements for escalation Perform and document RCAs for all the issues. L3 Position: Be able to manage alerts/incidents on a 24X7
- call/email on rotational basis. Strong coordination and excellent communication and presentation skills within an international environment. Provide timely and informative updates to management, stakeholders until incident closure. Ensure the appropriate level of the technical or functional support team is actively engaged for the issues arises. Understand and track outstanding actions, improvement plans for incidents escalated to Command Centre until closure. Frequently assign work within team and to technical team members
- needed. Identify, evaluate, and help drive continuous improvement in Client Service Operations. Develop and maintain
- base of process & methodologies. Ability for independent
- making and issue resolution. Work closely with peers in
- training, development/implementation of operational excellence procedures and fostering teamwork. Lead team through complex issue resolution including customer meetings, status reports, audits and regular updates. (1. ) To provide support for on call escalations and doing root cause analysis of given issue (2. ) To independently resolve tickets within agreed SLA of ticket volume and time (3. ) To adhere to quality standards, regulatory requirements and company policies (4. ) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5. ) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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