Nexthink

Dear Candidate,

Kindly find below job description

Location - Noida, Chennai and banglaore

Experience - 7+

Primary skill - Workblaze and Nexthink

General Description

Responsibilities : -

Performs Baselining of End User Device & Application KPIs with client

Finalises the thresholds against each KPI and executes SLA Document

Generates Tool based Reports - weekly, monthly, quarterly as agreed

Interacts with client and shares the reports and conducts review of User Experience

Generates User Experience Index for Customer Environment

Analyses the reports and identifies improvement areas for User Experience

Works with other technical teams to drive implementation of improvement activities

Effectively communicates to internal and external stake-holders

Lead internal and external design reviews, and presents design concepts to senior management when needed.

Understand the strategic direction set by senior management as it relates to team goals

Determine user needs by conducting task-focused and generative analyses

Provide day to day operational support forUser Experience Management Tool

User Experience Management administration through dashboard monitoring and alert creation

Vendor coordination for any product upgrade and other updates.

Flexible to work independently and also as a team player with a high-degree of professional conduct at all times.

Technical Requirements

Must have Strong knowledge of IT operations management processes and automation technologies, Especially Client and End User facing roles

Must Possess Knowledge of SD,Tier 1 / 2 Teams & Network Monitoring and other infrastructure services

Should have exposure to the following technologies - Windows, Citirix, End Point Security, ITSM, application services, etc.

Should be ITIL Foundation Certified; ITIL Intermediate with OSA or SO certification will be preferred.

Good to have understanding of Problem Management & SIP Management Processes or have prior experience in working in such roles.

Soft Skills

Excellent Communication Skills.

Strong interpersonal skills coupled with exceptional organisational skills, demonstrable experience of delivering to deadlines

Rich Experience in Analysis and Problem solving skills.

Strong customer focus and ability to manage client expectations.

Other Skills / Experience

Experienced working in a complex enterprise IT environments. Should be aware of ticketing tools (atleast handson on 1 tool - SNOW, Remedy, HPSM) are of basic windows troubleshooting

Understanding of ITIL processes - Incident, Problem, Change, Asset, Knowledge, etc.

Good to have exposure & understanding of Application Performance Monitoring / Management tools - Aternity, BMC UEM, etc.

Should have prior experience in customer facing roles

Years of Experience

Overall should be 7 + years of relevant Experience in Support, Tier 2 Teams

Certification requirements

ITIL, MCP