Job Description
Noida, Uttar Pradesh, India
Provides system support for the areas of systems administration, Data Center Operations, Mainframe, ISeries & Distributed Systems, Messaging, Storage & Network. Utilizes a knowledge database and troubleshooting skills to complete request tasks, resolve tickets generated through automation and resolve tickets assigned by the service desk. Understands and manages problems utilizing defined problem and change management policies and procedures according to ITIL framework.
Principal Accountabilities
· Monitors and diagnoses performance of system resources and batch cycles utilizing software support tools.
· Performs incident resolution, problem determination and root cause analysis.
· Escalates tickets to specialized technical teams.
· Resolves problems involving technical knowledge of Unix, Intel, iSeries, Mainframe, messaging, storage and networking.
· Evaluates system configuration and software to ensure effective use of hardware resources.
· Provides positive customer experience with each customer interaction.
Career Level Criteria
· Established working knowledge and application of a specialized technical skill.
§ Understands how work impacts results for their area.
§ Demonstrates knowledge of internal operations and develops relationships to facilitate workflow.
· Applies specialized knowledge to coordinate day-to-day work.
§ Knowledge of related regulations and standards.
§ Strong understanding of current processes and procedures and may identify opportunities for improvement.
· Completes a wide range of tasks and assignments.
Problem Solving
· Uses basic information- gathering skills.
§ Recognizes when there is insufficient information and brings problems to the attention of others.
§ Escalates non-routine and/or technical issues to more senior level team members.
· Assignments require limited judgment with little to no decision- making.
· Activities focus on support and maintenance rather than development or implementation.
· Exceptions are resolved with the concurrence of a team lead or supervisor.
Guidance
· Receives close supervision or is guided by detailed instructions forwork.
§ Strictly follows standard operating procedures.
· Organizes and completes tasks according to assigned priorities.
· Demonstrates an awareness of the relative urgency of tasks and responds accordingly.
Relationships
· Exchanges and verifies job related information to provide basic support.
§ Listens and asks questions within team to identify basic customer needs and seeks clarification.
· Limited interaction with customers or others outside work area.
Job Level Criteria
· Applies introductory knowledge of servers and networks to field non-critical incidents, problems, and recurring requests receivedautomation and end users by following documented Standard Operating procedures.
· Prioritizes daily activities by defined SOP’s:
§ Prioritize the work based on complexity
§ Escalates the issues to next level.
· Introduction to ITIL awareness and foundations.
· Documentation of solutions for specific issues.
· CCNA, Microsoft Windows, UNIX or other technical certification preferred, but not required.
· Process oriented and work is driven by Standard Operating Procedures.
· Information assessment and application.
· Competent in Decision making, Problem solving & Team work skills.
Job Experience
· 0-2 years of relevant experience or equivalent combination of education and work experience (High school diploma or equivalent required. Associates degree, technical college or some college course work preferred).
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