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Keywords / Skills : Equest Test

2 - 5 years
Posted: 2018-12-21

Industry
IT/ Computers - Software
Function
IT
Role
Database Administrator (DBA)
Education
Other
Posted On
21st Dec 2018
Job Ref code
83717713
Job Description

As part of a 24x7 Service Organization, performing the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of incidents and service requests in accordance with defined SLA targets. Lead a team of resources responsible for ticket assignment during defined shift. Positions are shift-based work providing 24x7 coverage.  Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and support issues. Act as escalation point for all requests and incidents. Improvise phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers

Job Description:
  • Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  • Monitoring queues to ensure SLAs are maintained.
  • Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
  • Coordinating resources with teams across disciplines to ensure SLA targets are met
  • Manage team to maintain and contribute to a knowledge base for internal team members
  • Handle escalated support calls and issues raised by high profile customers
  • Advise management on situations that may require additional client support or escalation.
  • Preparing daily reports on Incidents/Change/Problem tickets and SLA status
  • Preparing summary report on all Major incidents occurring on shift
  • Ensure communications between team members is consistent across documentation and ticketing.
  • Act as incident manager in the event of critical business impacting issues.
  • Drive the team to build, engage, and use the knowledge base (KB) effectively.
  • Review the shift’s timesheets for accurate completion, ensuring each team member had at least 8 hours worked, and met billable goals.
  • Collaborates with the Directors of Database Operations to ensure services meet the needs of the customers.


Qualifications:
  • Bachelor’s degree in business or technical discipline from a premier institute.
  • Good knowledge of IT Infrastructure Library (ITIL)
  • Familiarity with Database Platforms (Oracle, SQL Server, MySQL, Mongo, DB2, Postgres)


Skills and Experience:
  • 5 to 7 years of IT experience
  • 1 to 3 years of experience in a 24*7 global managed IT service
  • Experience working with SLAs
  • Strong time management and communication skills
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Strong interpersonal and presentation skills
  • Experience with ITSM tools such as Service Now, Remedy, Service Manager, or equivalent required
  • Experience working in a customer service role desired
  • Experience with supporting high priority tickets
  • Experience in Service Now is a plus
  • Proficient at Excel, PowerPoint and Word.


The successful candidate will possess the following attributes:
  • Interpersonal skills - ability to build strong relationships with internal team members to achieve results.
  • Professional communication skills - Ability to work effectively with lower and mid-level contacts face to face, electronically and over the phone.
  • Integrity – Words and actions are always consistent, and behavior is always in accordance with highest ethical standards.
  • Customer focus – Responsive, service oriented and attuned to customer needs.
  • Technical acumen – Ability to grasp technical concepts.
  • Process orientation – Ability to recognize process deficiencies and provide improvements.
  • Maintain an energetic and winning Technical Support Culture
  • Excellent client-facing verbal and written communication skills
  • Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
  • Ability to think strategically and to lead
  • Desire to work in a team-oriented/collaborative environment
  • Strong technical aptitude with a desire for continuous learning and improvement
  • Passionate about quality, performance, reliability, and scalability
  • Strong time management and communication skills
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Advanced troubleshooting and multi-tasking skills
  • Drive Performance Management culture
See Job Description
Key Skill(s)

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