Sr. Engineer

2 weeks ago

Pune, Maharashtra, India Microland Full time
Required Skills
Behavioral | Aptitude | Data Related Skills
Behavioral | Aptitude | Tasks Related Skills
Technology | BI Tools / Systems, Development | SQL Server Reporting Services (SSRS) | Drill-down Reports and Bar Charts
Process | IT Service Management | Service Desk
Behavioral | Microland Skills | Customer Centricity
Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL)
Technology | IT Service Management | Recording and Responding to Incidents

Education Qualification :
Any Graduate

Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate

  • Define business/operations specific process workflow in a manner which is simple to understand and execute
  • Drive goals in synergy with customer CTQs (critical to quality)
  • Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps
  • Audit as per definition of Incident Management (IM)
  • Identify and pick CTQs which are influencers
  • Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance
  • Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching
  • Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management
  • Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan.
  • Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals
  • Financial Management (FM), Manage service billing process as per signed off SOWs with customer
  • Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity,
  • Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management).
  • Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements
  • Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues

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