Job Description (Posting)

Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Work as a central point of contact for all technical support teams and provide up-to-date information for on-going incidents/alerts. Work as an L1 troubleshooting and analysis team and try to resolve alerts at your end to balance work load of L2 technical support team. Keep the datacenters functional and report any unresolved incidents to L2 technical teams within defined SLA timelines. (1.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (2.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies. (3.) To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time. (4.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans (5.) To work on value adding activities such Knowledge base update and self development

Qualification

B-Tech

Skill (Primary)

EIS-Integrated Command Center-Integrated Command Center - CC Ops