LucidPlus IT Solutions

1 month ago


Bengaluru, India LucidPlus IT Solutions Full time

Job Responsibilities :

- Remote monitoring of the Services which are running in the client environment.

- Coordinate with client contacts for delivery of SLAs and reporting.

- Ensure 24/7 availability of team members for monitoring, prioritize resolution and escalation within defined SLAs.

- Manage schedules to ensure 24/7 coverage and address peak workloads.

- Lead, mentor, and guide team members to achieve service excellence.

- Training of new members of the team.

- Ensure that team members adhere to IT security policies and practices.

- Monitor and address security-related concerns and access control.

- Offer support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.

- Plan, prepare and manage monthly/weekly, team rosters to ensure 24/7 coverage and ensure continuous monitoring support.

- Coordinate team members to schedule shifts, breaks, and assignments, taking into account contracted SLAs, individual availability and preferences.

- Ability to work flexible hours and be on-call as required.

- Create and maintain a knowledge base, including FAQs and troubleshooting guides

- Develop and maintain standard operating procedures (SOPs) and document best practices

Experience Requirements :

- 2+ years working experience on a IT service desk role.

Knowledge Requirements :

- Good knowledge on information technology setup

- Strong & effective verbal and written communication skills.

- Willingness to work in night shifts and weekends.

- Customer-focused mindset.

- Strong organizational and time-management skills.

- Able to interact with a variety of stakeholders.

- Display high levels of integrity to ensure excellent service.

(ref:hirist.tech)

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