Job description:

Command Center

Team will be working in shifts
Weekend on Call as needed
ServiceNow Knowledge is must
Good Communication Skill
Understand all infrastructure technologies Server, Storage, Cloud, Database, Network etc.
Knowledge of Trend Analysis
Knowledge of Data Mining


9

Proactive problem management


10

Have solution mindset

• 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.