Job Description

With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 10,000 employees are helping customers in more than 60 countries stay competitive. Kennametal generated nearly $2.4 billion in revenues in fiscal 2019. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.
Job title: Sr. Specialist Service Operations
Job Location: Bangalore
Responsibilities

• 
  Drive the root cause analysis and produce the RCA documentation within SLA
• Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
• Run major incident \xe2\x80\x98blameless postmortem\xe2\x80\x99 sessions after service restoration to ensure avoidance of repeat incidents
• Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
• Escalate to specialized teams when required, take ownership, and represent the user to ensure the requests are processed.
• Communicate to the user on progress in a timely manner
• Contribute to team knowledge management by documenting troubleshooting and problem resolution
• Document issues, analysis, progress, solution in the ticketing system

Prepare stats and reporting
Skills Required

• 
  3 - 5 years\xe2\x80\x99 experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
• Ability to prioritize and follow up issues with method and efficiency \xe2\x80\x93 multitasking.
• Excellent communication and excellent reporting skills and Fluent English (written & spoken)
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows 8/10 and Office 365 product.
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Ability to write technical documentation to feed the Service Desk knowledge database
• Knowledge of a ticketing system and Service Desk procedures.
• Ready to work 24/7 shift

Preferred Areas of Education, Certifications, and Skills

• 
  Education to degree level or equivalent, but experience may be considered in lieu of formal education.
• 3-5 years IT experience.
• General IT Technical Skills, good knowledge of Microsoft Operating systems and other commonly used Microsoft products, software distributions tools and other PC Client based software.
• Language knowledge: English (speaking / writing) \xe2\x80\x93 Advance
• ITIL Certification

Equal Opportunity Employer