Location
Madurai | India
Job description
Job Description (Posting).
ICC team Roles and Responsibilities: This position is required to manage the complete command center work activities involving monitoring of all 24x7 critical systems operation, work order management, manning user calls for all incoming request from customer and directing to coworkers, and perform emergency escalation and reporting management. Responsible for monitoring of all Data Centre automation systems such as Moogsoft, SolarWinds, ServiceNow, Autosys and other system automation monitoring. Perform emergency escalation and reporting when systems abnormality occurs through automation system alarms or notification from customer or technician via phone call/email. All customer incoming work request shall attend promptly. Track and issue reminder to ensure work is done on time. Assist incident investigation and resolution to tech tracks by preparation of data log download from automation system. (Moogsoft, SolarWinds, etc). Perform proper handover and takeover of daily duties to next shift coworker by clearly indicating all task or work duties to follow-up by next shift coworker this include prepare daily 24x7 shift handover report and work summary. Major Incident escalation to internal staff / customer shall perform within 10 minutes upon occurrence and issue incident notification to customer. Provide interim updates to Internal management / customer on hourly basis or a timing agreeable to customer. Implement SOP and EOP processes in accordance of requirement. Must willing to operates after office hours and public holiday, 24 x 7 available on-call. ICC Lead Roles and Responsibilities: Mentoringo Technical & Process trainings to teamo Assisting on MIM and user querieso Induction and KT sessions to new joiners Governingo Auditing the quality of Incident and Service request handled by the team.o Evaluating the team s performance and make sure all the team members achieve their agreed goals.o Conducting monthly 1-1s Documentationo Documenting all the process and procedures followed by the team. Periodically reviewing and updating it in Teams shared folder. Escalationso Managing the internal and customer escalations Meetings o Participating in Internal and client meetings Reportingo Workload analysis of ICC team for iReflection Roster preparation and shift management (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B-Tech
Skill (Primary)
EIS-Integrated Command Center-Integrated Command Center - CC Ops
Job tags
Salary
