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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Network / System Administration |
| EmploymentType | Full-time |
Exhibit strong people management skills through a robust Connect Mechanism (with all in the team) irrespective of the strata (co manage other team members in shift) nAccountable for meeting business metrics nStrategic enablement of entire team in yielding maximum output creating a conducive work environment through Infrastructure, Solutions at hand, Work Ethics nPeriodic checks to drive performance, chalking corrective and preventive action plans to address gaps (if any) nConduct team huddles and 1-1 (monthly, weekly) nEnsuring Governance Model in place and maintaining Knowledge Levels at optimum nEnsure customer satisfaction by responding to all escalations in shift and ensure follow-ups of the same nEnsure that customer complaints are resolved by taking corrective actions nIdentify training needs & ensure that trainings are carried out to meet the quality service requirements nExhibit collaborative approach in handling issues nExhibit proactive approach for missing SLA governance nExcellent communication skills (written & verbal) is a mandate since this is a client facing role nMinimum Requirements nStrong knowledge required in Word, PowerPoint and Excel nGood knowledge on Service Desk Specific SLA/KPI nSense of ownership and proactiveness nFlexible for working in 24/7 environment nShould be Self-Driven, goal oriented, highly self-motivated nPrior experience of working in Service Desk is MANDATE nKnowledge of SD Metrics and Service Now As a Senior Administrator, you should be able to handle first point escalation for all technical and process issues. Provide technical subject matter expertise wherever required. Ensure proper communication and quick resolution as a crisis manager. Plan and schedule Changes, Coordinating with different stakeholders. Perform RCA for Major Incidents related to his / her tower Follow quality / security process defined for the engagement. Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents, Hardware troubleshooting & Vendor coordination Prepare Weekly and monthly status reports. Participate in business meetings with various stake holders on a need basis. Take corrective actions based on the customer satisfaction surveys. Work on the service improvement programs. Effort estimation/reviews on need basis for new projects. Training of new team members. Able to work on Knowledge acquisition and updates to related documents ,
Keyskills :
people management skillstrend analysistechnical subject mattersubject matter expertisetraining needspeople managementservice deskcorrective preventive action