Primary Skills:- Incident Management, Problem Management, RCA Process, Change & Release Management
Secondary Skills:- ITIL Certification
To liaison with the Customers [Internal & External] as focal point for all high priority & major incidents reported.
Represent the team and 7 while leading al high priority & major incidents.
Provide coordination to the resolver groups involved.
Provide support and participate in the Change Control Board and change control process.
Provide appropriate inputs to the problem management process, RCA preparation
Drive group chats and bridge calls effectively to resolve incident.
Possess proven written and verbal communication skills.
Prior experience of sending out executive alerts/communication mailers.
Handle conflict situations and make quick decision while driving incidents.
Good understanding of infrastructure technologies. (Solaris, Linux, Networking, Virtualization & SAAS Platforms)
Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
ITIL certification is preferred but no mandatory
RoleTechnical Support Engineer
Industry TypeIT-Software, Software Services
Functional AreaIT Software – Other
Employment TypeFull Time, Permanent
UG :B.Tech/B.E. in Electronics/Telecommunication
PG :Post Graduation Not Required