Associate Sme

4 days ago

Gurugram Haryana, India Microland Full time

**Required Skills**:
Technology | Hardware and Networking | Installation, configuration, maintainance and repair
Technology | Audio, Video support | Installation and configuration
Technology | Windows and MAC Support | OS administration
Behavioral | Aptitude | Communication

**Education Qualification**:
Any Graduate

**Certification Mandatory / Desirable**:
Technology | IT Certifications | HDI Certification | ITIL Foundation

2) In addition, this role will cover areas including, but not restricted to, the following.
- Aiding Service Management team on major issues
- Driving the efficiency and effectiveness of the incident management process.
- Monitoring the effectiveness of incident management and making recommendations for improvement.
- Ensure timely submission of weekly/monthly productivity reports & Dashboards and have discussion with SO & SDM on regular intervals
- Responsible for meeting targets of KPIs and SLAs
- Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions
- Providing information (input) to the Problem Manager
- Client communications
- Providing a point of escalation for user issues
- Demonstrating and increasing the value proposition of the incident management team and IT operations.
- Manage a team of 6 to 8 members and its associated activities

3) Technical Skills
- Experience in IT enabled services -IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)
- Good knowledge of ITIL service management processes
- ITIL Certified (mandatory)
- Experience of managing a team of 4 to 10 people
- Should have independently driven major incidents (P1 &P2)
- Worked in Incident, Problem and Change Management teams
- Good Verbal and written communication

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