Candidate should be ITIL certified
Should possess good communication skills , both written and spoken
Willing to work on rotational shifts and on weekends
Experience in Incident Management and request fulfillment required and Change Management required. Knowledge on Problem Management basics will be an advantage
Timely completion of stated tasks and ad-hoc tasks
Drive Open tickets to closure
Drive adherence to ticket creation and documentation by the team
Ensure SOPs are updated with any changes that are notified by Client or L2s before end of shift
Act as a single point of contact for co-ordination between all stake holders (Customer & Internal)during critical Incidents and Change activities.
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 Incident analysis and publishing of summary reports on periodic basis.
Attend Major Outage Post-mortem calls and other important issues as deemed by the customer 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 NOC team
Conduct shift handovers and ensure the updates are passed on to the next shift by the NOC team Ensures adherence to all process and procedures defined by Client and internal
Active involvement and contribution in all value add activities given to the customer
Suggest service improvements regularly and own at least one SIP per quarter
Should understand basics of Networking, Windows, VMware . Storage , DB and UNIX will be an advantage
Should be aware of basics of Monitoring tools
Should be well versed with any of the ticketing tools like Remedy, Service Now etc
Working knowledge on MS Windows administration and MS Office Suite , Usage of WebEx for hosting calls/ screen sharing/ scheduling.