Job Family Descriptor
Drive regular operations and maintenance of IT infrastructure, applications and database including delivery of infrastructure projects.
Conduct annual planning for the application support team, Provide 24 x 7 Infrastructure and Application support to fulfill customer needs and requirements.
Drive incident, problem, change, release, configuration, availability and capacity Management w.r.t. IT Applications and Infrastructure.
Drive management of SLAs related to Service Requests, Incidents and Business Processes ( billing, mediation etc.). Gather requirement from business and assist with creation of solutions to meet operational needs.
Drive and monitor the Service Help Desk System (SDP) to ease resolution. Deliver user documentation where required. Quantify and analyze the service requests and incidents raised.
Liaise with the business to evaluate reduction of the no. of tickets raised. Drive creation of standard reports / formats where possible.
Share periodic projects status with relevant stakeholders. Coordinate with the corporate security teams for all IT related security activities.
Monitor, drive and track the compliance audit process for IT applications in coordination with the IT governance team on aspects such as SOX audits, security audits on databases and software licenses.
Carry out regular antivirus and spam ware management.
Broad outline of the Role
Monitors and tracks helpdesk requests. Provides applications support for internal requests.Reports / escalates issues to the supervisor and coordinates with internal teams.
Generates various kinds of reports related to no. of tickets raised etc. Has some previous work experience to allow them to apply their knowledge efficiently and work productively with broad instruction.
Regularly participates in projects or activities as a contributing team member. Assists supervisor to identify important issues or risks and providing feedback for improvement / changes in methods and techniques.
Seeks the approriate level of guidance and advice to ensure delivery of quality outcomes. Operational role which is responsible for delivering results that have direct impact on the achievement of results within the job area.
Conducts activities such as preliminary research, analytics and documentation. Works under direct supervision. Actively acquires more skills, techniques, operating practices, knowledge of abstract concepts in order to progress towards full in the field of specialisation.
Has skills and knowledge that will allow them to adapt to effecively deal with unfamiliar issues, challenges problems within their field of specialisation.
Education : BTech or Diploma Experience : 2-4 years in operations
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge / skills
Job Segment : Help Desk, Information Technology, Maintenance Engineer, Technical Support, Operations Manager, Technology, Engineering, Operations