Job Overview

Location
Mumbai, Maharashtra
Job Type
Full Time
Date Posted
5 months ago

Additional Details

Job ID
26552
Job Views
56

Job Description

Key Responsibilities:

  • Proactively monitors the work queues.
  • Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
  • Updates tickets with resolution tasks performed.
  • Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Captures all required and relevant information for immediate resolution.
  • Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
  • Communicates with other teams and clients for extending support.
  • Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
  • Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
  • Works with automation teams for effort optimization and automating routine tasks.
  • Coaches Service Desk and L1 teams for technical and behavioural skills.
  • Establishes monitoring for client infrastructure.
  • Identifies problems and errors before they impact a client’s service.
  • Leads and manages all initial client escalation for operational issues.
  • Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
  • Ensures all changes are carried out with proper change approvals.
  • Plans and executes approved maintenance activities.
  • Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
  • May also contribute to / support on project work as and when required.
  • May work on implementing and delivering Disaster Recovery functions and tests.
  • Performs any other related task as required.


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
  • CCNP or equivalent certification.
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).


Required Experience:

  • Looking for 5yrs - 8yrs experience in networking.
  • Minimum 2yrs - 3yrs in SDN ACI.
  • Moderate level knowledge in ticketing tools preferably Service Now

Qualification

Any Graduate

Experience Requirements

Fresher Experience

Location

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