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Staff Consultant - Technical Service Desk

Bengaluru, KA
Job Code:
  • IT
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Job Details

Process ManagementFirst point of contact for the customer, delivery organization and the technical operation team on all aspects of incident and service request managementDevelop/maintain a strong service desk management discipline based on experience, best practices and proven Oracle and ITIL methodologiesProvide information and provide initial incident resolution in accordance with the agreed incident management process and policyDelivery and ExecutionReceive incoming customer user calls, emails and self-service portal, gather necessary information, validate scope of support, entitlement and log incident ticket or service request depending on the type of requestAssign service request to the appropriate execution and approving teamsFor incidents, assess impact and urgency to prioritize incidentsUse knowledge base and other resources to attempt initial triage and resolution for a first time fixLog incident ticket with steps undertaken and resolve / close incident if user confirms resolution and provide ticket details for reference Assign unresolved incidents to relevant technical operation teams and escalate to major incident management team if incident qualifies as a major incidentProvide status update on assigned incidents if user requests and update incident ticketCoordinate and take necessary steps to address issues with incorrectly routed and long pending ticketsGovernance and ReportingUtilizing the appropriate reporting management system to provide timely and accurate service desk performance reports, trending, and analysisSupports the Client engagement team on all change management governance activitiesFollowing defined escalation path when needed, as defined in the escalation policy Personal CharacteristicsGood customer service skills and ability to manage user interactionExcellent comprehension, verbal and written communication skillsGather information quickly, document and probing skillsAbility to multitask, well organized and good knowledge of the Oracle support structure and scopeKnowledge of general IT systems and use of ITSM tools Flexible & Self-motivated with a positive can do mindset and leading by exampleProactive and can think logically to maintain/improve serviceAble to investigate escalations, gather supporting data and address any concerns/complaints raisedMaintain communication in a clear, concise and professional manner Job Requirements Bachelors Degree in Engineering / Diploma / MCA/ BCA or equivalentITIL foundation Certification is preferred with good understanding of the ITIL framework, processes and interfacesWorking on 24x7 environment involving shiftsHands-on in a technical service desk experience is a must, preferably on oracle communication stack / productsUnderstanding of overall architecture of Oracle Telecom Application suite Has 2-4 years relevant work experienceAbility to travel as requiredDetailed Description and Job Requirements Junior consulting position for those who are continuing to develop their expertise. Receives general instruction on routine work and detailed instruction on new projects or assignments.As a member of a project team, follows standard practices and procedures to analyze situations/data and provide quality work products to deliver functional and technical solutions on applications and technology installations. Work involves some problem solving with assistance and guidance in understanding and applying relevant Oracle methodologies and practices. Implements Oracle products and technology in various industries to meet customer specifications.1-3 years of overall experience in relevant functional or technical roles. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Demonstrates competence in a minimum of one product or technology area. Ability to communicate effectively and build rapport with team members and clients. Ability to travel as needed.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 2-4


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