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Escalation Manager L1 ( Multiple openings )

Launch IT Consulting
Keywords / Skills : Escalation Management, L1, Global Service Desk, ITIL, Incident Management, IT Operations, Infrastructure, Networking, Datacenter, Server, Storage, Collaboration, Exchange, Microsoft, IT Service Management
Posted: 17th Feb 2017

Industry
ITES/BPO
IT/ Computers - Hardware
IT/ Computers - Software
Function
IT
Role
Technical Support Engineer
S/W Installation/ Maintenance Engg
Other Software/Hardware/EDP - Incident coordinator - Global Service Desk L1
Education
Any graduate
Stream:
Any
Posted On
17th Feb 2017
Job Ref code
MS-L1
Job Description

Job Description

  • Act as global L1 escalation support to coordinate with various global teams within Microsoft IT to drive incident resolution.

  • Communicate to global customers on status of the incident, ETA, teams working on and the resolution plan.

  • Be accountable to global customers on ensuring the right traction is enabled and service is restored for the escalated incidents (L1 is responsible to drive lower priority incidents).

  • Coordinate with various global teams in restoring the service back to normal operations.

  • Work onsite at Microsoft campus - Hyderabad.

     

Desired Profile

  • Fluency in English language is MANDATORY to deal with global customers.

  • High level of communication skills both verbal and written. Coordinate with global teams within Microsoft.

  • Graduate with at least 3+ years of experience in working for MNC / global service desk with closely defined processes based on ITIL .

  • Work on rotating shifts to provide 24x7 support.

  • Work on challenging escalations and be patient / polite in driving the incidents and communicating to global customers.

  • Require basic exposure of various IT systems including applications, infrastructure, data and network related technologies in corporate world.

  • Desired to have ITIL foundation certificate.



About Company
Launch IT is wholly owned subsidiary of Launch Consulting / Direct Technology ( http://www.launchcg.com http://directtechnology.com ) a US company, offers attractive compensation and work environment for the prospective employees. Selected candidates will work at Microsoft campus - Hyderabad.
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