Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner

Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware / software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions / vendors / brands. Work includes L1 and L2 / basic and intermediate level troubleshooting.

Must have skills : Critical Incident Management

Good to have skills : NA

Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary : Major Incident Manager for an IT outsourcing engagement is required to manage Infrastructure and Application events that cause business disruption. The role requires individuals to work with multiple stakeholders in the project. Understand the situation, take leadership role of driving resolution, working with various groups involved in service restoration, ensure that right level of support is extracted across all groups including technology providers like Microsoft, Cisco, EMC, SAP, Oracle etc. Requires regular updates to all stakeholders with clear business impact, building relationships with counterparts on the client side. Primary goal of this individual is to act with an “I own” mindset to manage the situation to resolution and make all possible efforts to minimize the business Impact. ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all / incidents in order to minimize the impact of incidents upon client end service quality and consequently identifies opportunities to improve the day-to-day operations of the client supported. Roles & Responsibilities : - Central Communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process - Respond to user / client escalations and engage functional escalation and Management escalation as required. - Participate in incident management meetings, drive & initiate SRT bridges. - Drive metrics for Hopping, backlog, reopen tickets & ageing tickets. - Identify process improvements driving Service management best-practice and process standardization. - Ensure support teams are aware of current incident process and adhere to it. - Monitor SLAs of Incident management function and producing management information, including KPIs and reports. - Ability to take leadership role in outages / critical situations when IT systems are down and there is a business impact Professional & Technical Skills : - Must To Have Skills : Proficiency in Critical Incident Management. - ITIL V3 Foundation certification - Knowledge of the connecting processes like problem, change, event management. - Good understanding of IT systems – both Infrastructure and Applications. - Good and clear communication skills with multiple levels of an organization, including interaction with senior level business partners within the company / client. - Excellent ability to manage & multitask high priority efforts / competing priorities and flexibility to adjust into 24

• 7 environments. - Self-driven and resourceful to achieve goals independently as well as work well in groups. - Good working knowledge on – MS Office (Word, Excel, PowerPoint) Additional Information : - 15 year of full-time education is required - 24
• 7 incident mgmt. - Weekend on call support - Handling P1 / P2 bridge calls - Night shifts and rotational shifts15 years full time education

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