Tech Services Lead

RRD

6 - 10 years

10 - 12 Lacs

chennai

Posted:2 days ago| Platform:

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Skills Required

service management incident management technical services

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Profile:

Customer Service Orientation
Proficient in using ITSM tools like ServiceNow, BMC Remedy, etc.,
Good oral and written communication skills
ITIL preferred. A very good knowledge and hands on experience at AD, DHCP, SCCM, Networking, Backup, Servers, Storage, Cloud platforms (optional).
People & Escalation Management
Ticket Analysis - understand the pattern and category of tickets, People productivity, SLA Management, DSAT assessment, Reopened tickets, Random validation of resolution notes and customer visible column updates etc
Support to IT Technology Partners
Timely closure of QBR Action items
Organizing Monthly meeting with team members
Recognizing the team members with Rewards on a timely basis
Timely attendance closure, Shift roster & Crisis management
Automation, Knowledge Base creation
Leading, driving and closure of Projects.
To Handle Information Security and Business Continuity requirements
Reports and Records Managements
Documentation - SOP, Goals, BCM documentation
Hands on experience in HAM & SAM

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