Job Description

Designation

SENIOR SPECIALIST

No. of Positions

1

Experience

2.5-5 Years

Skill (Primary)

EIS-Network Data-Network Data

Qualification

B-Tech

(Posting).

DC Network Operations (LAN & WAN)
Assess the incidents and assign the respective priority (1. critical - 4. normal) for tickets assigned to the group.
Assess the customer reported/manual incidents on the OC queue and report the respective classification (major or minor incidents) of incidents based on defined criteria.
Follow up on the incidents created to the external LoB (Lines of Business) teams.
Awareness of the organizational set-up (GCS), design and functions, the GCS process landscape and the distinct roles involved in Incident Management
Monitors and analyzes event-based incident trends using the leading ITSM tool as relevant to OC scope
Coordination with 3rd party with DCM and vendor and follow up event based P2-P4 incidents.
Vendor TAC (Technical Assistance Center) case creation, handling and follow up for P2-P4 incidents.
Prequalify the alerts based on information on the provided Monitoring dashboards before triggering of Major Incidents
Cross validate network related ongoing Major Incidents and network related last 24 hours changes to support the Major Incident Qualification based on change overview provided by SAP CND (Cloud Network Delivery) change function.
Perform technical device level impact validation and escalate per defined MI (Major Incidents) Escalation process.
If the information in the service request is not sufficient (completeness check) to select an appropriate processing queue, request missing information from the requestor based on standard questionnaire (SOP SR prerequisite template)
The requestors are educated and informed about required information for service requests for appropriate routing (education refers to making sure requesters provide all missing information, see point 3)
Validate and reset, where appropriate, prioritization of Service Request based on defined criteria assigned to OC queue
Receive escalations over mailbox directly from LoBs and acknowledge the escalations within reasonable lead time agreed with SAP
Escalate existing Service Requests according to Requestors ask with the assigned team (processing queue) according to communicated escalation channels
Convert free-text service requests into standard ACL catalogue items, e.g., per platform (applies to all generic ACL-SRs created in HCSM)
Monitor the HEC SRs (Service Requests) raised by ECS (Enterprise Cloud Services) with ECSINC or PC3 flag daily for timely updates and escalate if fulfillment time target of 24h is breached.
Alignment with L3 Support Ops Manager for exceptional call request from LoB
Join the troubleshooting bridge and assist with customer engineers to resolve issues.
If customer must implement changes or seek approvals internally, OC to follow up (ad-hoc in alignment with Ops Manager)
Perform investigation on Incidents caused by Events/Alerts via Trend & Pattern Analysis
Top X contributors are identified and validated for the potential problem candidates
Part of Service Introduction, Perform validation against the BCR (Build Configuration Repository) vs checklist (Tools, CMDB, DNS (Domain Name System) entry, reachability)
Update Additional Asset Information per standard operating procedure
Report inconsistent information to requestor upon validation (L1, Tools, CMDB)
As part of Asset Management, review inconsistent Asset Data; engage SAP CND Tools if issues identified
Update CND specific attributes in CMDB on SNOW
Receive change notification, review, validate, update CMDB
Identify changes to hardware environment (IMAC)
Notate asset changes in comment field of ITSM
Upon resolution / closure of ticket ensure that ITAM (Information Technology Asset Management) receives ITSM
Receive ITSM notification, access ITSM
Review changes in comments field of ITSM; engage engineer if is

HCLTech