Senior service Engineer
Microland
Total years of experience :9 years, 5 Months
• Troubleshooting: Analyze problems with the service and resolve the issues, Gather information from customers either by chat or e-mail to enable effective troubleshooting
• Report issues to vendor/onsite and follow up on updates. Escalate issues as per Escalation Matrix
• Monitoring and maintaining/reducing the queue size. Resolving Technical issues (Incident and Service request)
• Make team members aware of any changes or scheduled activities so that effective follow up is possible
• Process Compliance: Gather information from vendor and customer 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)
• Following the various Escalation Matrix (Vendor, Internal and Customer defined ), Ensure tickets are closed post user / customer communication.
• Extensive knowledge of 24/7 implementation technology support operations to work priority management and the use of remedy.
• Assist in troubleshooting production issues with members of other team within I.T
• Troubleshooting server hardware issues and work with the service providers to facilitate
• Automating things in decommission process for easy closure
• Distributing the new tickets among the team members in shift for reaching the SLA ontime
• Setting up calls for the ticket status and updates among the team members to discuss the issues and come to a conclusion for resolution
• Officially juniors assigned and helping the team at offshore for any clarification
• Taking responsibilities of pushing the high aged tickets in the queue
• Handled the responsibilities of resolving “ON HOLD” and “MORE INFO” tickets in the queue
• Joining all project calls and providing solutions to the projects where the difficulties are faced actively involved in all the meetings.
• Handled escalation tickets and working on P1 tickets in the queue
• Training the junior members regarding the process