Job Description: Skills Technical Skills Application Support, Infrastructure Support Event and Service Management Certifications in Microsoft, ITIL Rich Understanding of Service Management Concepts Multiple ITSM Tool Management Basic understanding of Cloud Application/Report Administration Report deployment MS-Office Report generation using Excel, MS Project and Power Point Process Specific Skills Excellent understanding and familiarity with ITIL framework Excellent knowledge of Excel, MS Project, PowerPoint, etc. Soft skills (Desired) Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams Good listening and consultative skills Excellent written and presentation skills. - Keen attention to detail. Record minutes of meeting for all meetings between other teams Self-motivated, organized, robust initiative and be customer focused Good Multi-Tasking Skills 24 x 7 Support between– (Adaptable for Shifts)

Responsibilities: Troubleshoot and resolve issues for Digital Services. This includes
Able to provide support across different shifts in 24x7 support environment.
SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team




Understand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.
Identify Areas of improvement by analyzing ticket trend.
Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
Able to answer call and understand user requirement to provide a valuable customer service over phone
Ability to operate at all levels within the organization and cross functionally within multiple client organizations
Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
Acknowledge, resolve and/or escalates issues in a timely fashion
Strictly adhere to defined SLAs
Understand business requirements for customer base and be able to translate them into technical requirements
Ensure the highest levels of customer satisfaction
Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
KPI / SLA tracking for Team

Qualifications: Graduate

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