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Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Key Responsibilities : -Co-ordinate with Field Service Engineers for all issues related to customer, remote site, Data center Good knowledge of Service Now modules like IM, CM, PM and CMDB Participate in critical incidents from inception to resolution, with ability to probe and drive technical troubleshooting Perform diagnostic tests to understand the issue technically and mobilize the right SMEs for resolution Conduct Post Incident Review sessions along with clients stakeholders
Technical Experience : -Strong communication skills Both verbal and written skills in order to collaborate with different teams 2-3 years related experience with a background in IT Operations, including support of infrastructure services system admin overview of any of the following - Windows, Unix, Citrix, Red hat, VMWare etc , basic understanding of Network, Middleware, Scheduling platforms, DB and SAN technologies Hands on experience in at least 2 or more ITIL processes Preferably Incident
Professional Attributes : Excellent communication and organisation skillsProven track record in all Service Management processes IM, PM , CM, etcSelf-motivated achiever who gains satisfaction from providing excellent customer serviceKnowledge of the IT infrastructure hardware, Compute, databases, operating systems
Educational Qualification : Bachelors Degree
15 years of full time education
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