Global TechnologyNoida

Position Title, Responsibility Level

B1/B2 – L2 Tech

Function

IPS

Reports to

Mgr/Sr.Mgr – IPS

Permanent/ Temporary

Permanent

Span of Control

Engineers

Location

Noida

Basic Function

Troubleshoot and resolve issues for Digital Services. This includes

• Able to provide support across different shifts during US business hours.

• SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team

• DIGITAL SERVICES Users unable to login/connect to CORP domain or OLSI.net domain

• Understand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.

• Identify Areas of improvement by analyzing ticket trend.

Reports

• Maintaining Production Issues Tracking spreadsheet

• Generate reports as defined on regular basis

• Generate adhoc reports as requested

Others

• Anticipate future needs based on current usage and make recommendations for the same

• Review daily reports and recommend changes based on trends

• Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur

• Acknowledge and communicate reported issues

• Escalate issues based on urgency and business impact

Essential Functions

• Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams

• Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need

• Able to answer call and understand user requirement to provide a good customer service over phone

• Ability to operate at all levels within the organization and cross functionally within multiple client organizations

• Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network

• Acknowledge, resolve and/or escalates issues in a timely fashion

• Strictly adhere to defined SLAs

• Understand business requirements for customer base and be able to translate them into technical requirements

• Ensure the highest levels of customer satisfaction

• Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions

• KPI / SLA tracking for Team

Primary Internal Interactions

• Manager – Infrastructure Services (Production Delivery)

• Other DIGITAL SERVICES Managers

• DIGITAL SERVICES Helpdesk Team

• DIGITAL SERVICES Development Team / Platform Teams

• DIGITAL SERVICES End Users

• EXL Enterprise Service Desk leads

• Business & IT Management Team

• DIGITAL SERVICES Production Engineering Team

• DIGITAL SERVICES DBA Team

• DIGITAL SERVICES Management Team

Primary External Interactions

• Vendors

• Vendor Specific - Technical Consultants and Operation support Managers.

Organizational Relationships

Reports To : Supervises :

• 
  .Net Application Production Support, Infrastructure Support

• Certifications in Microsoft, ITIL

• Rich Understanding of Service Management Concepts

• Multiple ITSM Tool Management

• Basic understanding of network technology

• Batch Job management experience

• Application/Report Administration

• Report deployment

• MS-Office

• Report generation using Excel, MS Project and Power Point

• User Management through Active Directory

• AWS cloud foundation basic knowledge is a plus point

Process Specific Skills

• 
  Excellent understanding and familiarity with ITIL framework

• Excellent knowledge of Excel, MS Project, PowerPoint, etc.

Soft skills (Desired)

• 
  Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams

• Good listening and consultative skills

• Excellent written and presentation skills.- Keen attention to detail.

• Record minutes of meeting for all meetings between other teams

• Self-motivated, organized, strong initiative and be customer focused

• Good Multi-Tasking Skills

• Night Shift Support between 04 PM till 08 AM IST – (Flexible for Shifts)