Infrastructure Service Management SW/Application Tech Support Practitioner

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• Project Role :SW/Application Tech Support Practitioner
• Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
• Management Level :9
• Work Experience :6-8 years
• Work location :Bengaluru
• Must Have Skills :Infrastructure Service Management,ServiceNow IT Service Management
• Good To Have Skills :
• Job Requirements :
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  • Key Responsibilities : A: Effectively coordinate activities within the L1/L2 entities within the MTOC team to ensure adherence to SLAs SOPs B: Responsible accountable for end to end communications for major incidents P1/P2/P3 property related INCs P3 CL will draft the communication, seek approval on slack channel, send the email from either the SAM email inbox, or SNOW C: MTOC team comprising of L1 Service Availability Analysts SSA resources including; Performance Mgmt, Restoring Scheduling, Absence Mgmt
    
  • Technical Experience : A: Should have 7 to 9 years of experience in good level of knowledge in ITIL service management framework B: Hands-on experience on monitoring tools like Splunk, Sumologic, App Dynamics, IBM Netcool, BSM, CA Spectrum, etc C: Strong analytical skills and problem-solving ability D: Good knowledge of ServiceNow and aware of preparing custom reports using PA Dashboard E: Good knowledge of Excel and presentation for data analytics
    
  • Professional Attributes : A: Good verbal and written communication skills to connect with customers at varying levels of the organization B: Ability to operate independently and make decisions with little direct supervision
    
  • Educational Qualification : A: 15 years full time education
    
  • Additional Information : A: Should be open to work in shifts

15 years of full time education