Skills and Experience
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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