Service - Ops - Expert - Team

Microland
  • Chennai
  • Confidential
  • 2-5 years
  • Views
  • 03 Oct 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

Technology: Basic knowledge on Server Hardware - single product. Technical understanding of native remote management (remote console) tools, Clear network fundamentals & network troubleshooting tools (trace route, path ping, nslookup). Change Management : Should be able to understand the business requirements w.r.t the signed- off delivery of CM Process, define process as per the requirement and document process in a manner which is simple to understand and execute. Should be able to understand the failure modes of the process and incorporate necessary controls in process to overcome the failure modes. Should be able define monitoring and measurement parameters for the process in- line with defined deliverable and signed- off SLA. Release Management: Should be able to understand the business requirements w.r.t the signed- off delivery of RM Process, define process as per the requirement and document process in a manner which is simple to understand and execute. Should be able to understand the failure modes of the process and incorporate necessary controls in process to overcome the failure modes. Should be able define monitoring and measurement parameters for the process in - line with defined deliverable and signed- off SLA. Vendor Management: Should be able to define & drive the efficiency and effectiveness of VM Process. Should be able to define process as per the requirement and document process in a manner which is simple to understand and execute. Should be able to ensure proper training of resources on defined Processes, Metrics and Audits. Should be able to understand the failure modes of the process and incorporate necessary controls in process to overcome the failure modes. Should be able define monitoring and measurement parameters for the process in- line with defined deliverable and signed- off SLA. Should be able to review with Vendors on the SLA Metrics. Should be able to define VM in RFP, selection, compliance criteria on various requirements. Should be able to co- ordinate with internal and external functions related to VM Process (e.g. Customer, CM, PM etc.) and ensure that required support is available for effective and efficient IM Process. MAIN RESPONSIBILITIES AND ACTIVITIES Service Delivery : Day to day operations related delivery, tickets & communication. Availability of delivery team, rostering. Process adherence. Quality adherence as per guidelines. Improvement initiatives & participating in projects. Customer communication & employee communication.


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland