Operations Processing Associate

3 weeks ago


Gurugram, India NTT DATA Services Full time

Service Desk (L1)

 

Roles and Responsibilities:

  • Front line support for IT Infrastructure Monitoring - Infrastructure and Application
  • Manage customer reported, automated and human generated alerts relating to service status as first responder, acknowledge them, take corrective action following standard operating procedures
  • Knowledge and/or working experience with any Public Cloud Vendors, Preferably Azure/AWS
  • Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring.
  • Basic/Intermediate knowledge of Microsoft AD (password resets, security groups, Sites)
  • Exchange online (Mailbox creation, management, migration, mail-flow etc.)
  • Basic knowledge in Networking (TCP/IP, DNS)
  • Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design
  • Knowledge of ITSM tool likewise JIRA, ServiceNow
  • Experience in ITIL processes including Incident, Problem, Change, Knowledge, and Event Management.

 

Requirements:

  • Good presentation and communications skills with a keen sense of customer service
  • Strong problem solving, priority setting, and collaboration skills.
  • Ability to make timely and sound decisions
  • Ability to multi-task
  • Triage and escalate incidents in a timely manner according to standard operating procedures
  • Excellent analytical and problem-solving skills.
  • Ability to understand operational work processes
  • Willingness to learn new technologies
  • Contribute to technical knowledge base.
  • Flexible to work in shifts, 24x7 environment
  • 2 to 5 years overall experience in a technical support role

 

Work Timings:
24X7 (Rotational Sift)



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