Associate SME

1 month ago

Bengaluru, India Microland Full time


Certification Mandatory / Desirable :
Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201

Delivery Skills:
1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device or service causing the issue. Record the findings and analysis in to the ticket
2. Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps.
3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians
4. Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting or investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)
- Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined)
- Ensure tickets are closed post user,customer communication
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

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