It Executive
- IGT Solutions
- 4 - 6 years
- Noida, Gurugram
- 2 months ago
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Job Description
Position: IT Executive.
Experience: 1 Year Minimum
Location: Falcon, Gurugram.
Shift: 24x7 environment (WFO).
Domain: Major Incident Management & Service Delivery.
Roles & Responsibilities
- Focus on the delivery of the customers solutions by planning, organizing, leading, controlling.
- Works with a cross functional teams to provide IT Service Management expertise using established frameworks, such as the Information Technology Infrastructure Library (ITIL).
- Should have experience to handle service delivery & customer
- Delivering internal projects, Ramp-up, Migrations for multiple processes
- Works with internal process owners (i.e. Change Management, Problem Management, Configuration Management) to improve inter and intra-process integration and business alignment including; defining roles and responsibilities; assisting with operational level agreements; defining policies, processes, and procedures; and recommends the priority of adopting identified changes
- ITIL & ITSM certification, will be an added advantage.
- Handling Major Incidents (P1 & P2) & escalations from business and SLA management.
- Managing updates and communication to technical teams, service delivery and clients
- Experience with service ticketing/tracking systems (ServiceNow preferred)
- Experience with Remote Control/Remote Assistance tools
- Experience with Knowledge Management systems
- Provide coordination across all core team members and departments to operate effective & desired operations
- Incident handling and management. Assess and diagnose escalated problems.
- Ensuring compliance with regulatory & IT Security policy.
- Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required.
- Provide reports, risk lists, open & issues/task.
- Effective client Communication & provide timely updates.
- Excellent verbal and written English communication is a must.
- Interpersonal and customer service skill is required.
- Drive and participate in bridge calls and daily meetings.
- Monitoring all incident, analyzing.
- Sharing a daily, weekly, and monthly MIS report.
- Ensuring agreed SLA and business processes are adhered to and manage the relationship with client.
- Vendor Management.
- Flexible to work in 24x7 environment from office and support on weekends or holidays.
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Preferred candidate profile
Perks and benefits
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: ITIL Certified Service Now Ticketing Itsm Ticketing IT Management Remote Assistance
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