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| | - Attend the incoming calls from the users.
- Recording the incident
- Classification & prioritizing the incidents
- Providing initial support
- Routing requests to the appropriate resolver groups when incidents are not resolved during initial support
- Monitoring the status and documenting the progress towards resolution of all open incidents
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| | - Should have BMC Remedy Development experience.
- Should have worked on Version 6.3 or above.
- Advantageous if the candidate has worked Remedy version 7.6 ITSM Suite.
- Command Center (4 to 8yrs) Command Center Experience
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| | Unix, AIX, HPUX - L2 - Administration |
| | Project Management, Reporting, ITIL process and Datacentre cross tower knowledge |
Lotus Domino Administrator on AIX | | - Lotus Domino 7.0/8.5 administration
- Administration experience on Lotus Domino running under IBM AIX
- SMTP/Notes Mail Routing
- Address Book Management
- Domino Cluster
- Calendaring and Scheduling
- Domino Upgrade/Antivirus upgrade
- Collabration tools
- ITIL framework
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GDC-Job Scheduling &Monitoring (IBM Maestro) | | IBM Maestro
- Cron Job on Unix platform
- Windows/Unix Administration
- Should have Good Experience in Job scheduling & restoration.
- ITIL & other relevant certification is mandatory.
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| | - Proven customer support experience (at least 4 years) in a large scale and diverse environment, with a particular emphasis on the use of problem management processes, escalation procedures and related service management disciplines
- Knowledge and use of Service Management software.
- An understanding of Service Level Agreements and their application.
- Overall knowledge of various hardware and software platforms.
- Certification in ITIL Foundation (Practitioner level is optional)
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| | - Proven customer support experience (at least 4 years) in a large scale and diverse environment, with a particular emphasis on the use of change management process and related procedures, escalation procedures and related disciplines
- Knowledge and use of Change Management tools.
- An understanding of IT infrastructure and their interdependencies and relationships.
- Certification in ITIL Foundation (Practitioner level optional)
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| | - Proven Service Delivery experience (at least 4 years) in a large scale and diverse environment, with a particular emphasis on the use of Service catalogues and Service Level management process, escalation procedures and related disciplines
- Knowledge and use of Service Level reporting tools.
- An understanding of Customer’s business and their relationship with the IT services enabling them.
- Certification in ITIL Foundation (Practitioner level optional)
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| | - Proven Service Delivery experience (at least 4 years) in a large scale and diverse environment, with a particular emphasis on building and maintaining configuration management processes, procedures and CMDB.
- Knowledge and use of configuration management tools (CMDB related tools)
- A strong understanding of building service models within the CMDB (service configuration structure)
- An understanding of customer’s business and their relationship with the IT services enabling them.
- Certification in ITIL Foundation
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SME and Knowledge Manager | | - Proven Service Delivery experience (at least 5 years) in a large scale and diverse environment, with a particular emphasis on the design, implementation and maintenance of the knowledge management process.
- Knowledge and use of knowledge management tools.
- An understanding of Customer’s business and their relationship with the IT services enabling them.
- Certification in ITIL
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| | - Proven Service Delivery experience (at least 8 years) in a large scale and diverse environment, with a particular emphasis on the analysis, design, implementation and sustenance of service management processes and relevant tool sets.
- Knowledge and use of Service Management tools.
- An understanding of Customer’s business and their relationship with the IT services enabling them.
- Certification – ITIL V2 Service Manager/ ITIL V3 Expert Level / Practitioners or Service capability modules in V3
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