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Administrator
Job Description
Administrator
Job Summary
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Location: Michigan
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Project role: Administrator
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Qualification: B Tech
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Experience: 2.5-5 Years
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Skills: CC Ops
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No. of positions: 1
Job description:
2+ Years supporting event monitoring is preferred.
Hands-on experience with the following:
o Alert monitoring tool experience required. HP Open View Operations SolarWinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.
o Application monitoring experience, SAP Monitoring preferred. (Tools SolMan, CA Wily)
o ITSM tool experience. HP SM7, HP Service Desk preferred. Others accepted
o Knowledge of Batch Job scheduling tools preferred (SAP, Redwood, Tivoli Batch Job Scheduling, etc.)
o Telecommunication Equipment Knowledge (Radio, Wireless Networks,
IT communication Tower Hardware
- 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 and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.