Assistant Manager

Job Description

Job Description Position Title, Responsibility Level B1/B2 – L2 Tech Function IPS Reports to Mgr/Sr.Mgr – IPS Permanent/ Temporary Permanent Span of Control Engineers Location Noida Basic Function Troubleshoot and resolve issues for OSI. This includes Able to provide support to voice calls, emails and voicemails across different shifts during US business hours. OSI Users unable to login/connect to CORP domain or OLSI.net domain Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible. Identify Areas of improvement by analyzing ticket trend. Reports Maintaining Production Issues Tracking spreadsheet Generate reports as defined on regular basis Generate adhoc reports as requested Others Anticipate future needs based on current usage and make recommendations for the same Review daily reports and recommend changes based on trends Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur Acknowledge and communicate reported issues Escalate issues based on urgency and business impact Essential Functions Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need Able to answer call and understand user requirement to provide a good customer service over phone Ability to operate at all levels within the organization and cross functionally within multiple client organizations Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network Acknowledge, resolve and/or escalates issues in a timely fashion Strictly adhere to defined SLAs Understand business requirements for customer base and be able to translate them into technical requirements Ensure the highest levels of customer satisfaction Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions KPI / SLA tracking for OSI HelpDesk Team Primary Internal Interactions Manager – Infrastructure Services (Production Delivery) Other OSI Managers OSI Helpdesk Team OSI Development Team / Platform Teams OSI End Users EXL Enterprise Service Desk leads Business & IT Management Team OSI Production Engineering Team OSI DBA Team OSI Management Team Primary External Interactions Vendors Vendor Specific - Technical Consultants and Operation support Managers. Organizational Relationships Reports To : Supervises : Skills Technical Skills .Net Application Production Support, Infrastructure Support Certifications in Microsoft, ITIL Rich Understanding of Service Management Concepts Multiple ITSM Tool Management Basic understanding of network technology Batch Job management experience Application/Report Administration Report deployment MS-Office Report generation using Excel, MS Project and Power Point User Management through Active Directory Process Specific Skills Excellent understanding and familiarity with ITIL framework Excellent knowledge of Excel, MS Project, PowerPoint, etc. Soft Skills (Desired) Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams Good listening and consultative skills Excellent written and presentation skills.- Keen attention to detail. Record minutes of meeting for all meetings between other teams Self-motivated, organized, strong initiative and be customer focused Good Multi-Tasking Skills Night Shift Support between 04 PM till 08 AM IST – (Flexible for Shifts) Education Requirements Graduation with specialization in Information Technology Certification in ITIL / Microsoft Work Experience Requirements At least 6-8 years in a similar role Exposure to System and computing operations including Helpdesk Support Role