Incident - Shift Lead
2 months ago
GreetingsfromManeva
JobDescription
JobTitleIncident ShiftLead
LocationMumbai
Experience5 10years
Shift24x7 rotational
WorkMode Work from office ( Permanent)
Requirement:
- Possessindepth knowledge of IT infrastructure issues affecting endusers.
- Ensureall user tickets are recorded in the IT Service Desk ticketingsystem.
- Collaboratewith internal and external IT resources including L1 Engineers andthirdparty contractual ITEngineers.
- Havea good understanding of ITILprocesses.
- Followand implement service/incident/change managementactivities.
- Createand maintain a knowledge database for end users and IT colleaguesto prevent recurringissues.
- Providetraining to IT team members asneeded.
- ManageIT hardware and software inventory across all locations withsupport from L1Engineers.
- Maintainrecords of IT AMCs (Annual Maintenance Contracts) andservices.
- Maintainnecessary documentation of IT infrastructure equipments asneeded.
- Escalateissues to senior IT management if unresolved within the defined SLA(Service LevelAgreement).
- Ensurebackup and restoration procedures are followed by L1 Engineers atregularintervals.
Qualifications:
- Provenexperience in managing IT supportoperations.
- Indepthknowledge of IT infrastructure and enduserissues.
- Strongunderstanding of ITILprocesses.
- Excellentincident management and problemsolvingskills.
- Abilityto create and manage a knowledgedatabase.
- Experiencein providing training tostaff.
- Proficiencyin managing IT hardware and softwareinventory.
- Familiarin maintaining IT infrastructuredocumentation.
- Strongescalation managementabilities.
- Knowledgeof backup and restorationprocedures.
- Enduser supportand servicedesk.Supportis provided to in house staff and JWCC / NMACCguests.
- Network(OR) Cyber security and Voice. These Team handles large Networkinfrastructure containing numerous Cisco Switches Routers Accesspoints aIP phones Cameras and other BMS devices.
- Serverand Data center operations. Responsible for Server management andmaintenance of IT rooms and datacenter.
- Applicationsupport. Responsible for supporting various applications used atthe center used with POSetc.
- EventSupport. Responsible for IT deliverables for the events at thecenter.
- AssetManagement. Manages large IT assets and inventory for thecentre.
Skills:
- Excellentcommunication and interpersonalskills.
- Strongorganizational and multitaskingabilities.
- Proactiveapproach toproblemsolving.
- Abilityto work collaboratively with a diverseteam.
- Attentionto detail and commitment toquality.
Education
- Bachelorsdegree in Information Technology Computer Science or a relatedfield.
- MCA(IT) (OR) BE (OR) B. Tech (OR) ME (OR) MSC(IT) (OR) BSC(IT) (OR)BCA.
Ifyou are excited to grab this opportunity please apply directly orshare your CV atand
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