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Incident Management

Mumbai, MH
Job Code:
  • IT
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Job Details

Ensuring high quality, consistent technical Customer Support ensuring that these Support Services meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs)Implement and maintain Best Practice (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes.Hands-on experience in performing 2nd level remote fault analysis and troubleshootingFunction as single points of contact for infrastructure needs of datacenter managed servicesExperience in handling Complex issues and Excellent Product KnowledgeCarry out the troubleshooting on Linux OS/Windows/Network and applicationsEnsure monitoring infrastructure 24 X 7.Hands on experience on monitoring and Infrastructure management toolsCoordinate with different teams geographically.Management of employees in the customer service team, publishing rosters, KPI measurement.Actively be part of resolution process for any fault / performance issuesResponsible for executing SOP related activitiesEnsuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriately.Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.Co-coordinating for driving the uptime of the various client projects being managed.Raise and also technically update the tickets in ticketing system for all the issues handled / worked upon.Apply patches to the OS / applications or upgrade the applications as and when required, as per the approval from the respective Customer Team.Experience in vendor management.Keep track of capacity and security aspects and analyze it in light of the business requirements of customers and proactively ensures scalability and optimal use of existing infrastructureStrong knowledge of Internet Protocol Suite and layersAdvanced experience with DNS, LDAP, NTP, SMTP, SNMP, SSHKnowledge in storage technologies and RAIDKnowledge in performance tuning and capacity planningSystem management through scripting, automation and policiesSupport and plan system backups and data recovery strategiesBasic network knowledge and fundamentalsOn-call rotation for afterhours support and scheduled maintenancesPrior supervisory experience is a mustProject coordination experience requiredAble to adapt to quick requirements change and produce fast solutions.Excellent written and verbal communication skills are a mustAbility to adhere to policies & procedures.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Any Process - Both BPO Type | Back-end/Transactions Processing | Operations | Technical Process
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