IT Operations Support

Provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of systems for end users.

Performs routine maintenance, facilitates customizations and changes to, and ensures system disaster recovery for systems.

Facilitates new employee technology setup, including computer setup and delivery and system access.

Resolves issues and performs authorized changes and upgrades to existing systems.

Performs preventative maintenance on IT systems and networks; monitors system performance and accuracy.

Performs root-cause analysis to identify issues.

**Qualifications**

**Skills**

System Change Management - Controls the life cycle of all system changes using the required processes and tools enabling beneficial changes to be made with minimum disruption to IT services.

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.

IT Operational Support - Executes ongoing activities and procedures required to manage and maintain IT services to deliver agreed service levels.

Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.

Access Management - Manages access to services using the required processes and tools granting appropriate rights and denying unauthorized users access to comply with policy.

Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Organizational savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

**Education, Licenses, Certifications**

This position may require licensing for compliance with export controls or sanctions regulations.

**Experience**

Minimal relevant work experience required.

Should be knowledgeable in Salesforce Admin capabilities and work with Salesforce support team in resolving any cases with them

Should be knowledgeable in DevSecOps toolset like JIRA, Github and Jenkins toolset to create branches and deploy code to various salesforce instances

**Job** SYSTEMS/INFORMATION TECHNOLOGY

**Primary Location** India-Maharashtra-Pune-India, Pune, IOC Tower A

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Exempt - Experienced