Assoc Servce Ops

Microland
  • Bangalore
  • Confidential
  • 1-3 years
  • Views
  • 11 Jul 2019

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

​Assoc Servce Ops Exp - Servc Del


    Qualification: Graduate / Diploma

    1. Candidate

    should be ITIL certified 

    2. Should possess good communication skills , both written and spoken

    3. Willing to work on rotational shifts and on weekends

    4. Experience in Incident Management and request fulfillment required and

    Change Management required. Knowledge on Problem Management basics will be an

    advantage

    5. Timely completion of stated tasks and ad - hoc tasks

    6. Drive Open tickets to closure 

    7. Drive adherence to ticket creation and documentation by the team

    8. Ensure SOPs are updated with any changes that are notified by Client or

    L2s before end of shift

    9. Act as a single point of contact for co - ordination between all stake

    holders (Customer Internal)

    during critical Incidents and Change activities.

    10. Primarily responsible for quick restoration of services during major

    outages by effectively driving Bridge calls and co - coordinating with various

    Subject matter experts from the customer end

    11. Incident analysis and publishing of summary reports on periodic basis.

    12. Attend Major Outage Post - mortem calls and other important issues as

    deemed by the customer

    13. Need to handle Team Mailbox while in shift as appropriate for each

    mail

    14. Provide concise and up to date Shift Handover to colleagues

    15. Will be responsible for end to end shift management and supervision of

    NOC team

    16. Conduct shift handovers and ensure the updates are passed on to the

    next shift by the NOC team

    17. Ensures adherence to all process and procedures defined by Client and

    internal

    18. Active involvement and contribution in all value add activities given

    to the customer

    19. Suggest service improvements regularly and own at least one SIP per

    quarter

    20. Should understand basics of Networking , Windows , VMware . Storage , DB

    and UNIX will be an advantage

    21. Should be aware of basics of Monitoring tools

    22. Should be well versed with any of the ticketing tools like Remedy , 

    Service Now etc

    23. Working knowledge on MS Windows administration and MS Office Suite , 

    Usage of WebEx for hosting calls / screen sharing / scheduling.



Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland