Vacancy expired!
Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.
To manage the overall operations and ensure that the standard of services provided to Client have improved.
Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends.
Coordinate with Technical Tracks to ensure uninterrupted Data Centre services.
Responsible to coordinate with all aspects of Data Centre facilities under the guidance of technical Teams Windows, Unix, Network, Voice, Storage, backup, etc.
Provide monitoring of Data Centre facilities and enable access to authorized personnel into the Data Centre
Manage the utilization of Data Centre facilities, including space, power and cooling infrastructure to ensure the
Unpack, unbox and inspect the equipment for physical damages before installation and make necessary arrangements for return for damage equipment under the guidance / direction of technical teams
Manage all Data Centre Cabling and perform all Cabling in accordance with industry standard best practices under the guidance / direction of technical teams
Manage the utilization of environmental equipment (including Data Centre UPS, power systems and backup generators), perform all systems preventive maintenance under the guidance / direction of technical teams
Responsible for the physical security of all Data Centre facility and equipment
Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management, as needed
Proactive monitoring of the end to end customer service & Infrastructure.
Standardization and Optimization of existing process
Managing resolution of escalated Business Applications, System Issues within agreed SLA s.
Contribute in FAQ database for CLIENT and ensure the usage and updation.
Contribute in Known Error Database for CLIENT and ensure frequent update and usage.
Ensure RCA is done for all P1/ P2 cases and Knowledge base is updated to reduce/avoid the impact in future.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training s, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
