Job description:

Operative responsibility in incident, problem, and configuration management for various systems in Office and
Manufacturing environment. This individual supports the Assistant manager IT Infrastructure and Operations in
defining, documenting, supporting and validating processes necessary to maintain Windows/Linux/AIX server
architecture. He / She plays a lead role during the life cycle of the equipment and software to assure the server
platform for data storage and delivery is reliably deployed and in good working order during operating hours.
This individual specializes in delivering a reliable foundation for all implemented systems. This individual is
responsible for documenting the processes necessary to maintain such an environment and understanding the
technology solutions that are used to support the execution of these business processes. This individual works
directly with ITP and business process owners/technology users (local and international) to identify where
processes can be improved and how the technology solutions supporting these processes can facilitate that
improvement. This individual is responsible for delivery and maintenance of monitoring solutions designed to
provide alerts in case of high priority incidents and preemptive data to avoid critical incidents. This individual
identifies and reports on key performance indicators to assure availability of server resources. This position
owns operative responsibility for maintaining and troubleshooting the server architecture (physical and virtual)
and, where necessary coordinating with 3rd parties on VW s behalf to reach a resolution

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases