Keywords / Skills : Major Incident Management, Escalation Management, L3, Global Service Desk, ITIL, Incident Management, IT Operations, Infrastructure, Networking, Datacenter, Server, Storage, Collaboration, Exchange, Microsoft, IT Service Management
Act with complete confidence to command and lead
various operations teams globally within Microsoft IT to drive major incident
Communicate to global customers, senior and
executive management with clear and accurate communication on status of the Major
Incident and the resolution. Develop and own the service restoration plan.
Produce comprehensive reporting for Post Major
Incident Review for technical and management teams.
Lead Major Incident review meetings and ensure
action items are completed.
Be accountable to global customers on ensuring
the right decision making focus is enabled and service is restored for the
major incidents at the earliest.
Lead global technical and management conference
bridges for Major Incidents within complex environments in restoring the
service back to normal operations.
Work onsite at Microsoft campus - Hyderabad.
in English language is MANDATORY to deal with global customers.
High level of technical communication skills
both verbal and written.
Deliver and manage high standard communications
to global operations teams and management within Microsoft.
Graduate with at least 14+ years of experience
in working for MNC / global service desk with closely defined processes based
on ITIL /ISO 20000.
Core IT Operations experience in Infrastructure
/ RIM, Networking /Datacenter / Server/ Storage
/ Collaboration (one or more of these hardcore experience) with few years spent
on ITSM (IT Service management) will be required for the role. We are not
looking for process consultants, but someone with hands-on experience in these
Work on challenging major incidents and be
patient / polite in driving the incidents and communicating to global
Must be ITIL foundation certified. ITIL
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.
What can I do when my salary history makes me really expensive in my current job market? I dont want to take a huge salary cut, but I am not having success interviewing.
Ironically, years of experience or having valuable expertise can sometimes put you in a tough spot and leave you feeling frustrated and discouraged. You cannot control where
Escalation Management, L1, Global Service Desk, ITIL, Incident Management, IT Operations, Infrastructure, Networking, Datacenter, Server, Storage, Collaboration, Exchange, Microsoft, IT Service Management
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases