Job description:

Roles and Responsibility Total 8-10 years of experience in handling Enterprise Tools projects for Global clients in areas of service automation, implementation of ITSM tools which includes implementation of various ITSM modules like Incident Management, Change Management, Knowledge Management, Problem Management, Configuration/Asset Management. Experience in managing diverse and multiple teams with complete ownership and responsibility of the team is a must. Experience of handling IT Infrastructure projects in the area of Datacenter-Build/migrations , DR-Build/migrations , Managed infrastructure services covering Network, Security, Storage ,Virtualization ,NOC , SOC , and associated Tools and ITIL Processes is preferred. Experience of handling IT Applications projects such as packaged applications, enterprise infrastructure applications through applications development lifecycle and maintenance. Exposure and hands-on working experience on waterfall and agile/scrum methodologies of project management preferred.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.