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EUS Tower Lead

Keywords / Skills : End User Support, Visualization, Citrix, "EUS Tower Lead"

5 - 8 years
Posted: 2019-06-24

Industry
IT/Computers - Software
Function
IT
Role
Team Leader/ Technical Leader
Posted On
24th Jun 2019
Job Description
Title: EUS Tower Lead
Experience : 5-8yrs

Location : Chennai
NP : 15-30 days
Primary : EUS experience with Citrix, virtualization experience with hands on team handling

Requirements:

• 3 to 5 years of experience in End user support covering Desktop virtualization.

• Desktop support troubleshooting

• Virtual Desktop environment using Citrix XenDesktop must. VMWare horizon good to have.

• Effective communication skills with experience in communicating at all levels especially with End Users, task prioritization, time management, ability to work autonomously as well in team environment.

• Experience in trouble shooting OS, Browsers (web apps), MS Office Products (O365, 2016/2013) issues for End Users.

• At least 4 years of experience in End User Computing support.

• Strong knowledge Windows OS (7 & 10), Virtual environments. Knowledge on standard IT processes.

• Basic Project Management skills such as status reporting, tracking.

• Good expertise on Windows server, Desktop operating system, applications and profile management.

• Good understanding on VDI environment different layers and able to articulate issues reported.

• Good understanding on VDI environment operation process, Monitoring and reporting using different tools.

• Good understanding on Service-now and other service management tools like OTRS, JIRA etc..

Job Description:


• To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained

• Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.

• Serve as an escalation point of contact with the primary focus on restoring the services.

• Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.

• Ensuring that effective communication is maintained with the Executives, Business Leadership during a major incident.

• Work with Service Delivery Management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact.

• Coordinating the resolution of incident by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling / issues.

• Make sure necessary process compliant in Incident and crisis management.

• Coordinate with technical teams and make sure all the issues being handled as per SLA terms.

• Good in Microsoft office products. Make incident reports, shift roaster, triage management, on-call roaster etc..

• Good in communication with end users, able to articulate issue and help team to resolve it.





About Company

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.7 billion company with 115,200+ professionals across 90 countries, helping over 903 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is amongst the Fab 50 companies in Asia (Forbes 2016 list).

We are part of the USD 19 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, after-market, information technology and vacation ownership
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