- B.E (or equiv.) with 6+ years of experience in product deployment and customer services
- Hands-on experience in implementation of one or more ITSM or monitoring tools
- Experience in the areas of Service Management and Operations, Service Automation, Asset Management and Business Service Monitoring
- Knowledge of network and systems management domain including standards/protocols (WMI, SNMP, SMIS etc.), ITIL standards
- Experience in integrating ITSM tools with other enterprise applications desirable
- Excellent communication and presentation skills
- Positive analytical and troubleshooting skills
Roles and Responsibilities
- Work with customers to understand business requirements and propose an appropriate solution which can demonstrate business value and help achieve customer satisfaction
- Install and update core software, interfaces, database and web services
- Identify and resolve issues related to implementation of product
- Provide implementation schedule, resolutions to technical issues and general advice as technical consultant
- Provide highly responsive customer service and maintain high level of customer satisfaction
- Engineer, record and document solutions to common and difficult problems
- Learn, implement and teach best practices for implementation and configuration of the product
- Collaborate with engineering to improve implementation and configuration of the product
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