Job Description

Project Role : Application Developer
Project Role Description : Design, build and configure applications to meet business process and application requirements.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As an L1 data operations team member, you will be responsible for monitoring, triaging tickets. Post triaging, you are responsible for creating incidents and where applicable (Simple corrections) solve them technically. You are responsible for routing the incidents / service requests to other teams (L2 / L3 as may be applicable) in the client environment. You are responsible for ensuring that the resolution is completed and inform the stakeholders of the resolution. Interim status communications are also part of the job responsibilities to be sent to the stakeholders informing about the current progress of the incident resolution. You will help the Shift lead with data for key metrics and also perform Root cause analysis and period analysis of RCA data to come up with resolutions of identified issues. Roles & Responsibilities:- Service Delivery Management o Ensure Shift capacity is maintained as per the Rota published * Lead a team of 2-3 members in Shift o Coordinate with L2/L3 teams for ticket escalations and knowledge sharing. * Ensure Proper Shift handover to next shift team / client teams * Ensure proper shift handover from Previous shift * Ensure communication of statuses to dependent teams on the tickets * Ensure right teams are intimated where resolution of incidents is being delayed * Ensure SLA timelines are known and adhered to * Ensure junior team members working in the same shift are coached on the job Process Adherence & Improvement o Ensure compliance with standard operating procedures (SOPs). o Identify recurring issues and do analysis for root cause elimination * Ensure Root cause analysis is done as per requirements Stakeholder Communication o Provide regular updates to L1 OPS lead / stake holders on incident trends. * Ensure escalations to internal and client teams where there are bottlenecks in the service delivery o Maintain communication with clients or internal users regarding major issues or outages. Tool & System Monitoring o Montor Tableau dashboards for scheduled jobs. o Ensure alerts and notifications are triaged promptly. o Basic understanding of ServiceNow Professional & Technical Skills: - o SQL / ETL o Service Now or any ticketing tool Processes oL1 Operations service delivery and Shift lead Additional Information: - The candidate should have played the Proactive L1 Ops Shift lead role. - This position is based in Chennai. - A 15 year full time education is required.
15 years full time education
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