Senior Engineer
Vodafone India Services Private Limited
مجموع سنوات الخبرة :5 years, 4 أشهر
• Ultimate responsibility is to restore normal IT service operations as quickly as possible with minimum disruption to business operations.
• Key responsibilities include create/classify and reclassify severity of Incident tickets in ITSM Remedy tool version 8.1 depending on the Business & Financial Impact of the issue faces by users.
• Empowered to direct service restoration activities.
• Responsible for handling bridge calls with the Business & consultants.
• Ultimate responsibility is to ensure that Incident Management communications/advisories are delivered within agreed timeframes and restore normal IT service operations as quickly as possible with minimum disruption to business operations.
• Coordinating among different Project Teams to make sure the incidents are Resolved within the given SLAs depending on the Severity.
• Works with all technical teams to capture detailed and comprehensive information
• Coordinates/validates Incident ticket is updated and assigned to Problem Management.
• Responsible for sending the Daily Open Incidents report to Project Manager. Also, responsible for creating customized reports using ITSM Remedy Reporting Tool version 8.1 as per different search criteria (Urgency, Assigned Group, Submit Date, Assignee etc).
• Strong Knowledge of ITIL Framework, especially Service Operations (SO)
• Part of Remedy Incident Tickets Quality team. Responsible for making sure all the Remedy Incident tickets are created by choosing the correct Services, Operational Categorizations (Tier 1, 2 & 3), Urgency, Templates, Impacted Areas etc.
• Providing support in Continual Service Improvement (CSI) plan.
• Knowledge of Release concepts like Vanguard & Hyper-care and was a part of Transition of operation from Overseas.
Working as L2 in IT Service Desk, following the ITIL process.
Handling Incident and Request queries through ticketing tool \[iTrack\]
Handling OS and Software related technical issues of the users.
Installing and configuring Windows operating systems and applications.
Providing support for the ERP tools like SAP BO
Updating self-help documents so customers/employees can try to fix problems themselves
Setting up new users' accounts and profiles and dealing with Active Directory related issues
Working continuously on a task until completion (or referral to third parties, if appropriate);
Rapidly establishing a good working relationship with users and other professionals, e.g., software developers, Desk side engineers
Handling Incident and Request queries through ticketing tool \[iTrack\]
Handling escalation Team, addressing Technical and Non-Technical issues and helping the agents in isolating it.
Handling BDO, Channel Area Managers and Business Executive Escalations
Escalating the issues to Product Support Engineers (PSE) at client level and co-coordinating with them to isolate the Issue on INTEL motherboards and processors.
Handling irate customers, Legal Escalations, Floor Escalations.
Addressing Depot related issues, conducting daily GYAT \[Get Your Act Together\] meeting, internal escalations drives, and internal escalation closure.
Troubleshooting issues remotely using Chat Support and Email Support for SONY Products
Attending to technical queries of customers and performing necessary troubleshooting.
Identifying recurrent issues and helping users to resolve them.
Provide problem analysis and resolve client issues with the aid of available helpdesk tools S(e.g. help files. Sony E-support and Knowledge base articles).
Quality Assessment, Evaluation reports for Quality.
- Bachelor of Engineering, Computer Science & Engineering