Senior Analyst - Service Delivery

Microland
  • Bangalore
  • Confidential
  • 4-7 years
  • Views
  • 29 Aug 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

Location: Bangalore Qualification: Graduate in any degree Layer : P2B Roles and Responsibilities Should understand basics of Networking, Windows, VMware, Storage, DB and UNIX Should have basic awareness of monitoring tools functionality and configuration Should be well versed with any of the ticketing tools like Remedy, Service Now etc. Working knowledge of MS Office Suite, Usage of WebEx for hosting calls/screen sharing/scheduling etc. Experience in incident management and request fulfilment required Knowledge of change and problem management basics will be an advantage Timely completion of stated tasks and ad-hoc tasks Drive adherence to ticket creation and documentation by the team and drive open tickets to closure Act as a single point of contact for co-ordination between all stake holders during critical Incidents and Change activities Experience in driving high priority bridge calls Incident analysis and publishing of summary reports on periodic basis Attend major outage post-mortem calls Need to handle Team Mailbox while in shift as appropriate for each mail Provide concise and up to date Shift Handover to colleagues Will be responsible for end to end shift management and supervision of L1 engineers Escalate challenges and hindrances to smooth day to day service delivery to the next level Ensure adherence to all process and procedures defined by Client and internal Suggest service improvements regularly and own at least one SIP per quarter Good verbal & written communication skills.


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland