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DC Engineer Associate

2-3 years
Not Specified

Job Description

Job Description
Requestor name : Chitra Rajesh
JD :-
. Knowledge on Symphony Summit is must.
. Element layer tool Monitoring/Eye on Glass Monitoring
. Experience in ServiceNow ITSM Platform wrt to ticket assignation
. Identify hardware / software / network problem diagnosis / resolution
. Route problems to internal 2nd and 3rd level IT support staff.
. Coordinate and manage relationships with vendors and support staff that provide hardware /software / network problem resolution.
. Use the Incident Management System to document updates for incidents and work requests
. Responds to telephone calls, email, instant messages, and assigned tickets from users Assign work orders / incidents to appropriate support teams and follow up until closure.
. Escalate complex problem to appropriate support specialists based on SOPs
. Manage and maintain SOP
. Knowledge of IM/PM/CM/KM
. Participate in on-going training and departmental development
. Routine maintenance updates with other IT staff and business units
. Flexible to work in 24x7 shifts

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