1.Candidate should be ITIL certified
2.Should possess good communication skills , both written and spoken
3.Willing to work on rotational shifts and on weekends
4.Experience in Incident Management and request fulfillment required and Change Management required. Knowledge on Problem Management basics will be an advantage
5.Timely completion of stated tasks and ad-hoc tasks
6.Drive Open tickets to closure
7.Drive adherence to ticket creation and documentation by the team
8.Ensure SOPs are updated with any changes that are notified by Client or L2s before end of shift
9.Act as a single point of contact for co-ordination between all stake holders (Customer & Internal)during critical Incidents and Change activities.
10.Primarily responsible for quick restoration of services during major outages by effectively driving Bridge calls and co-coordinating with various Subject matter experts from the customer end
11.Incident analysis and publishing of summary reports on periodic basis.
12.Attend Major Outage Post-mortem calls and other important issues as deemed by the customer
13.Need to handle Team Mailbox while in shift as appropriate for each mail
14.Provide concise and up to date Shift Handover to colleagues
15.Will be responsible for end to end shift management and supervision of NOC team
16.Conduct shift handovers and ensure the updates are passed on to the next shift by the NOC team
17.Ensures adherence to all process and procedures defined by Client and internal
18.Active involvement and contribution in all value add activities given to the customer
19.Suggest service improvements regularly and own at least one SIP per quarter
20.Should understand basics of Networking, Windows, VMware . Storage , DB and UNIX will be an advantage
21.Should be aware of basics of Monitoring tools
22.Should be well versed with any of the ticketing tools like Remedy, Service Now etc
23.Working knowledge on MS Windows administration and MS Office Suite , Usage of WebEx for hosting calls / screen sharing / scheduling.