CONSULTANT
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
SME specialism in technical functions providing support in the following areas: Monitoring of Windows and key infrastructure components such as Server Operating Systems, Active Directory, VMware, Citrix, Websites, Exchange and Critical applications and WAN etc. Where necessary support other monitoring systems, such as Solar Winds, RedGate, Splunk etc.
Responsible for supervision of activities carried out by the Event administrators
Shared responsibility of patch management and application deployment from SCCM
Mentoring support analysts and junior support staff in all aspects of their specialism, supporting the creation of knowledge articles and driving the opportunity to shift left.
Ensure Critical Success Factors(CSFs) and Key Performance Indicators(KPIs) as defined in the IT Event Management process are measured and reported
Ensure CSFs and KPIs are achieved and where exceptions are noted, drive Service Improvement Plans(SIP) as necessary
Fulfill incident, request, change and problem remediation against the agreed service levels. In addition to ensuring providing expertise for project delivery is considered.
Analyse, commission / decommission of services, changes, scheduled/planned maintenance activities to ensure impact on event management is minimal. Flag risks to the management as appropriate.
Maintain and manage standards for the Banks IT infrastructure and associated systems in line with industry best practice. (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.