Noida, Uttar Pradesh
Job Summary

Role and ResponsibilitiesrnThis role is required to: rnProvide quality support with a high degree of customer service, technical expertise and timeliness.rnMust be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.rnWorking knowledge in Service Desk setting which includes and not limited to Windows OS troubleshooting, Software/App troubleshooting, Services, Hardware etc.rnPerform periodic EUC/DWP data analysis to identify top volume drivers, root causes that can be automated/scripted.rnEnsure that tool versions are kept current per OEM and business recommendationsrnWork hand in hand with respective VDU leads for data identification and SOP documentationrnWork closely with developers to get the required scripts created and implementedrnCollaborate with all EUC/DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workloadrnPerform periodic audits and conduct assessments for the tools in scope and identify the areas of improvementrnClosely monitor dashboards and tool usage.rnInform respective teams about any trends observed while monitoring and get the same actioned.rnConduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoptionrn rnQualifications and Education RequirementsrnProficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon,



Control Up etc.rnMinimum 5 years of experience in Infrastructure TechnologyrnMinimum 3 years of experience in delivering EUC/DWP services.rnHands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc.rnShould have worked and be open to work in a 24x7 environment.rnAbility to communicate effectively with end users, business owners, developers and various levels of management.rnExcellent written and verbal interpersonal skills including demonstrated ability to consolidate data to provide easily understandable deliverablesrnComfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirementsrnThorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.rn rnPreferred SkillsrnTechnical Skills required including but not limited to –rnBasic understanding SCCMrnBasic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologiesrnBasic Understanding of active directoryrnBasic Understanding of Citrix and other remote/virtual desktop technologiesrnBasic understanding of SQLrnBasic understanding of PowerShell or any other scripting languagernHands on experience on Microsoft Excel and PowerPointrnHands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.

Key Responsibilities
1.



Provide Technical Support And Troubleshooting By Utilizing Jenkins And Powershell To Automate Processes, Ensuring Adherence To Quality Standards And Company Policies.
2. Conduct Root Cause Analysis For Complex Incidents Escalated By Analysts, Implementing Effective Solutions To Resolve Technical And Security Issues Efficiently.
3. Manage And Update The Knowledge Base By Documenting Solutions And Processes, Contributing To The Training And Coaching Of Analysts To Enhance Team Capabilities.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Mitigating Potential Security Threats.
Skill Requirements
1. Advanced Proficiency In Jenkins For Continuous Integration And Automation.
2. Strong Expertise In Powershell Scripting For Task Automation And System Management.
3. Solid Understanding Of Python And Ansible For Process Automation And Configuration Management.
4. Familiarity With Incident Management Processes And Root Cause Analysis Techniques.

Other Requirements

1. Optional But Valuable Certifications:
2. Jenkins Certified Engineer
3. Microsoft Certified: Powershell Fundamentals
4. Red Hat Certified Specialist In Ansible Automatio
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📌 SeniorAdministrator - Jenkins,Windows PowerShell (India)
🏢 HCLTech
📍 India