Turnaround time of requests and incidents coming in the queue via various channels.
Quality of incident management.
Productivity/throughput
Update documentation for new processes and changes.
Provide L0 and L1 technical support aimed at logging all calls and ensuring that SLAs are being adhered to.
Manage Escalation of technical issues to Managed Services in line with defined SLAs as appropriate.
Working as part of the team to ensure the department offers World Class Customer Service at all times.
Resolve, trouble shoot help desk to help desk and end-user.
Help Desk to Help Desk interaction.
Second and third level resolver groups.
Desired profile
Essential \xe2\x80\x93 Knowledge of Fundamentals of CCNA Routing and Switching , ITIL proficiency, NOC environment experience, LAN WAN technology expertise, Thorough knowledge of Cisco network elements (hands-on). Desired \xe2\x80\x93 CCNP Routing and Switching, Transmission knowledge, Exposure / experience working on Remedy / Netcool / Infovista / Smarts, knowledge of carrier level network topologies. Essential \xe2\x80\x93 Diploma / Engineering / Graduate Desired \xe2\x80\x93 B Tech / B E \xe2\x80\x93 Electrical and communication.
Other
Job Location - Bangalore Work mode - Hybrid
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