Job Description

:Position Title, Responsibility LevelB1/B2 L2 TechFunctionIPSReports toMgr/Sr.Mgr IPSPermanent/ TemporaryPermanentSpan of ControlEngineersLocationNoidaBasic FunctionTroubleshoot and resolve issues for OSI. This includes

• Able to provide support to voice calls, emails and voicemails across different shifts during US business hours.
• OSI Users unable to login/connect to CORP domain or OLSI.net domain
• Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible.
• Identify Areas of improvement by analyzing ticket trend.

Reports

• Maintaining Production Issues Tracking spreadsheet
• Generate reports as defined on regular basis
• Generate adhoc reports as requested

Others

• Anticipate future needs based on current usage and make recommendations for the same
• Review daily reports and recommend changes based on trends
• Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
• Acknowledge and communicate reported issues
• Escalate issues based on urgency and business impact

Essential Functions

• Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
• Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
• Able to answer call and understand user requirement to provide a good customer service over phone
• Ability to operate at all levels within the organization and cross functionally within multiple client organizations
• Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
• Acknowledge, resolve and/or escalates issues in a timely fashion
• Strictly adhere to defined SLAs
• Understand business requirements for customer base and be able to translate them into technical requirements
• Ensure the highest levels of customer satisfaction
• Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
• KPI / SLA tracking for OSI HelpDesk Team

Primary Internal Interactions

• Manager Infrastructure Services (Production Delivery)
• Other OSI Managers
• OSI Helpdesk Team
• OSI Development Team / Platform Teams
• OSI End Users
• EXL Enterprise Service Desk leads
• Business & IT Management Team
• OSI Production Engineering Team
• OSI DBA Team
• OSI Management Team

Primary External Interactions

• Vendors
• Vendor Specific - Technical Consultants and Operation support Managers.

Organizational RelationshipsReports To : Supervises :SkillsTechnical Skills

• .Net Application Production Support, Infrastructure Support
• Certifications in Microsoft, ITIL
• Rich Understanding of Service Management Concepts
• Multiple ITSM Tool Management
• Basic understanding of network technology
• Batch Job management experience
• Application/Report Administration
• Report deployment
• MS-Office
• Report generation using Excel, MS Project and Power Point
• User Management through Active Directory

Process Specific Skills

• Excellent understanding and familiarity with ITIL framework
• Excellent knowledge of Excel, MS Project, PowerPoint, etc.

Soft skills (Desired)

• Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams
• Good listening and consultative skills
• Excellent written and presentation skills.- Keen attention to detail.
• Record minutes of meeting for all meetings between other teams
• Self-motivated, organized, strong initiative and be customer focused
• Good Multi-Tasking Skills
• Night Shift Support between 04 PM till 08 AM IST (Flexible for Shifts)

Education Requirements

• Graduation with specialization in Information Technology
• Certification in ITIL / Microsoft

Work Experience Requirements

• At least 6-8 years in a similar role
• Exposure to System and computing operations including Helpdesk Support Role

EXL Service