Responsibilities

  • Ensure efficient and effective IT operations daily. Ready to work on 24 x 7 support model (no constraints, no reservations)
  • Manage all IT related infrastructure and service delivery processes
  • Ensure proper implementation of management plans and policies in rendering services to clients
  • Ensure delivering of the highest level of operational service to clients by coordinating with team members across all areas of services
  • Responsible for achieving agreed Service Level Agreement (SLA) / Operational Level Agreement (OLA) targets
  • Receive complaints and inquiries from customers and promptly work towards providing a solution to the problems
  • Demonstrate ownership of incident tracking, triage, mitigation, and resolution
  • File periodic reports to management on delivered service level performance, customers’ complaints, and suggestions
  • File report to management on the progress of any project undertaken
  • Assist management in making decisions that will improve service delivery and customer satisfaction
  • Recommend useful customers’ suggestions into delivery plans and policies
  • Initiating process changes designed to improve efficiency
  • Communicate with all parties involved in the service delivery process – team members, customers, and management
  • Ensure efficient and effective management of resources
  • Partner with peers within the organization to improve tools, processes and customer support
  • Adapt to a diverse and changing environment
  • Develop and maintain relationship with customers and potential customers
  • Work together with team members to develop service agreements and supports that will assist in service delivery
  • Suggest appropriate technologies to be adopted so as to meet present and future demands of the business
  • Demonstrate strategic thinking, quantitative and analytical skills and collaboration
  • Ability to work under stress and handle crisis situations

Requirements

  • Graduate in computer science or equivalent degree
  • Excellent analytical and troubleshooting skills
  • 2 + years of IT experience. At least a year of experience in enterprise level support for a large scale international customer
  • Strong fault analysis/determination and problem-solving skills
  • Have a good understanding of Linux & Windows Operating Systems and the internals.
  • Good understanding of run levels of the Windows OS.
  • Network configurations and configuration files of the Windows OS.
  • Ability to read and understand the logs of Linux & Windows OS.
  • Have the ability & understanding of performance/benchmarking/enabling diagnostics in Linux & Windows Operating system.
  • Vmware knowledge is an added advantage.
  • Configuration management
  • Working experience with IIS or SQL
  • Working experience in high availability environment
  • Working experience on Opensource environment (Linux)
  • Adherence to process (ITIL) and Incident management and SLA, Responsible for Incident management (Proactive & Reactive), execution of Changes, Problem & Performance mgmt.
  • Working Knowledge of Programming Concepts and basic scripting abilities, Powershell
  • Working knowledge of debugging tools like WinDBG, Procmon, Netmon, Wireshark, Fiddler
  • ITIL, CCNA, MCSE and/or other Microsoft certifications
  • Attended trainings/has understanding of cloud computing

Shortlisted candidates will be offered a 2 Years Direct Contract employment