Job description:

Exp- 1-2 yrs \\r\\n\\r\\nKey Responsibilities:\\r\\n ALM Tool Configuration:\\r\\no Configure and manage ALM tools such as Solman, FRUN, and CALM in the following areas:\\r\\n IT Service Management (ITSM) configuration\\r\\n Job and Automation configuration in CALM and FRUN\\r\\n Integration Monitoring Configuration in CALM and FRUN\\r\\n SaaS and PaaS system configuration in CALM and FRUN\\r\\n Dashboard configuration in CALM and FRUN\\r\\n Integration of ITSM and SAP using CALM\\r\\n Monitoring and Implementation:\\r\\no Implement and monitor various tasks in CALM and FRUN to ensure system health and optimal performance.\\r\\n Redwood Tool Knowledge (optional but a plus):\\r\\no Familiarity with Redwood tool will be considered an added advantage for the role.\\r\\nRequired Qualifications:\\r\\n Basic knowledge of ALM tools like Solman, FRUN, and CALM is preferred.\\r\\n Strong problem-solving skills and the ability to work effectively in a collaborative team environment.\\r\\n Willingness to learn and adapt to new tools and technologies quickly.\\r\\n Strong attention to detail and a proactive attitude toward task execution.\\r\\n Freshers with relevant interest and basic understanding of ALM concepts are welcome to apply.\\r\\nDesirable Skills:\\r\\n Experience or knowledge of Redwood tool is a plus but not mandatory.\\r\\n Familiarity with ITSM principles and integration with SAP systems.\\r\\n Good understanding of job automation and system monitoring.\\r\\n\\r\\n

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.