Identify/ articulate a clear problem statement of production issues for resolver groups to act/ respond with appropriate priority. Participate in regular discussion forums (scheduled / unscheduled calls) with local & onshore resolver groups to garner appropriate attention on open incidents/ requests. Participate in Technical & Management bridges as required. Maintain a healthy dialogue with various resolver groups viz. local & onshore infrastructure teams for driving through effective resolution with minimum transactions. Establish & maintain a close working rapport with stakeholders from business operations and thus, be naturally approachable to them for issues requiring attention. Act as a reliable point of contact for the Service Desk team for issue escalations & non-standard service requests. Publish regular communication on incidents to all stakeholders through applicable channels; conduct quality checks on the same. Ensure adherence of response/ resolution timelines per SLA. Follow-through & monitor ticket flows for critical & ageing issues. Conduct quality checks on closed tickets, drive FCR & RCR. Ensure due escalation to relevant stakeholders, across local IT/ onshore IT/ local business, as applicable. Own from start-to-finish all routine activities viz. Antivirus updates, (inform/ seek permission from the Asset Mgmt Team), upkeep of common devices like printers & other IT accessories. Timely review of work orders, seek approval from stake holders & appropriately publish schedule to the business

Responsibility:Experience of handling\working with a full-fledged Service Desk, knowing end to end processes.Good Knowledge of ITIL Processes and hands-on experience of Service Management (Incident\Problem\Change).Leading and Driving P1\Major incidents\call to closer.Handle User\Sr. Management escalations and driving them to closer with positive CSAT.Review with different Business\Key stakeholders on support and feedbacks. Driving SIPs for pain areas.Driving internal IT projects e.g. OS upgrade, system upgrade, software/application related projects, etc.Presenting Weekly\Monthly Dashboards to customer with in-depth analysis.JD for the role is mentioned below.Lead and manage on-site support delivery for all supported businesses and functions, across sites. Guide and support the incident management team during major\critical incidents with accurate impact assessment. Manage effective communication with stakeholders during planned and unplanned incidents\escalations. Manage Technical & Management bridges (on request from TMBS, if feasible) based on the priority of the incidents.Manage escalations, review & actively drive unresolved calls or incidents towards closure.Periodically review with business.Drive on-time documentation, logging and tracking of calls.Ensure reports are published on time. Drive Projects and Transitions with periodic updates to stakeholder and project teams with proper documentation.Maintain a holistic view of open incidents\ service requests and assign tasks to team members in accordance with the issue priority. Ensuring that tickets are addressed within the timelines and defined specifications (SLAs).Collect and analyze MI on documented and logged calls and their closure, user satisfaction surveys & feedback and plan for deviations or corrective action;Optimize resource utilization through improved productivity - analyzes help desk activity and drive for increased organizational efficiency and effectiveness.Implement staffing and scheduling models to ensure adequate coverage as per business requirements.Coach, guide and support team to achieve individual, team and overall objectivesActively conduct TNA for the team & ensure delivery. Drive root-cause resolution of recurring issues through effective coordination with various resolver groups & local Service Desk teams. Keep stakeholders regularly informed.Provide day-to-day supervision of staff assigned to his\her area of control.Provide timely feedback to management regarding issues affecting the quality of service to the client.

Greetings !!!Fidelis is looking for Inside sales specalist for permanent role. Please find the details as below. If your interested kindly share me your updated resume at ramya.k@fidelisgroup.inRole : Inside Sales Specialist - Software SalesLocation : Electronic City Phase 2 Banngalore (WFO)JD as below2-6 years of experience in inside sales, preferably in IT services or software sales.Strong experience in cold calling, lead generation, and prospecting.Identify and generate new business opportunities through cold calling, lead generation, and networking.Engage with prospective clients to understand their business needs and offer suitable IT/software solutions.Conduct product presentations and demonstrations to potential customers.Follow up on leads and maintain a strong sales pipeline.Collaborate with the sales and marketing teams to develop effective strategies for lead conversion.Handle objections and negotiate deals to close sales successfully.Maintain and update CRM with accurate client and sales data.

Product Validation ~Documentation Control ~Equipment Validation & Qualification ~Product Lifecycle Management ~Defect Management ~Project Handling Expertise Knowledge of FDA regulations, EU guidelines, CSV, GAMP guidelines and product development process. Ensuring the quality compliance with respective areas and GxP guidelines. Significant exposure in maintaining & ensuring stringent adherence to quality, identifying gaps, norms & practices. Abilities to understand their requirement related to product they need and deliverables. Abilities in implementing quality plans with focus on identifying gaps. Key result Areas: Execution and compliation of CSV Qualifications for all the GxP applications in Manufacturing area. Execution of Qualification activities IQ, OQ, PQ for all GxP systems in the manufacturing process equipments. Administration and User Management of all the laboratory applications, Instruments, Manufacturing process Equipments as per SOP. Vendor co-ordination for all the IT related news projects and requirements. Co-ordination with CFT's for qualification document approvals. Performing the User ID Role Matrix, Manual Backup periodic activity as per SOP. Ensuring that validation activities align with relevant regulations such as FDA 21 CFR Part 11, EU Annex 11, and other applicable guidelines. Ensuring all documentation aligns with regulatory expectations and internal quality standards. Responsible for curation and review of quality and validation documents with assurance of GxP compliance, adherence to safety polices. Responsible for knowledge sharing to new joiners on projects and standard operating procedure. Responsible for putting ideas and suggestions to teams with respect to process & projects.

Good understanding of Oracle administration on 12C/19C environment onoStrong knowledge and experience on Oracle Database Administration (11g & 12c,19c) oDefine/Recommend/Maintain database Standards and Architecture oFuture Release management for database/instance and Impact Analysis. oUsage of AWR and ADDM, provide recommendations for improvement. oExperience on Database Migration, Installation, Upgrades and Patching oStrong operations focus of Oracle 10g/11g/12c RAC databases which include installing, configuring, and tuning oOracle13c Cloud OEM for administration, monitoring & performance analysis of Oracle instances oTroubleshooting and monitoring Concept of Batch process monitoring and batch jobs and related issues oRMAN backup and recovery concepts - Duplicate, Clone, hot, cold and archive log backup concepts. Formulate new backup strategies and review existing ones. oExcellent knowledge and troubleshooting of ASM (Automatic Storage Management) oExperience in Dataguard Physical and logical Standby, configuration, troubleshooting, fine tuning, and restorability. oKnowledge of troubleshooting and performance related issues., Usage of AWR and ADDM oPartitioning concepts and implementation along with troubleshooting of issues. oExperience on Database Compression techniques oProven expertise in single & multi-node installation, configuration, patching, single & multi-node cloning, and upgrade. oOracle RAC installation, configuration & administration and fine tuning. AIX / UNIX Operating System and its facilities & Knowledge on Shell scripting

ROLES AND RESPONSIBILITIES:Client Company : Reputed MNCRole : Technical support Engineer (L1.5 level)Location : BangaloreWorking Days : 5Work Mode: Hybrid Shift : Rotational (include night)Package - upto 5.2lpa + NSA ( Global Support), upto 5.5lpa ( India Support)Notice Period - Immediate to 15 daysExperience : min 1+ year relevant experience into International technical support SKILLS : - min 1+ year relevant experience into International voice tech support .- Hands on experience into Software and Hardware troubleshooting.-Excellent communication in English needed for Global Region.-Excellent communication in English and Hindi needed for India Region.-Provide Technical Support, Troubleshooting and configuration etc.Perks and Benefit - Cab Facilities within boundaryEDUCATION/QUALIFICATIONS:Any GraduateInterested candidates please share your Cv's on prerna.s@fidelisgroup.in/rajeshwari.v@fidelisgroup.inSend CV: 6266300121/8971387471