Link lamaran: kirim CV via email ke farah.daniaji@global.ntt
Periode lamaran: N/A
Responsibilities:
- Proactively monitors the work queues.
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
- Update tickets with resolution tasks performed
- Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioural skills
- Establish monitoring for client infrastructure
- Identify problems and errors before they impact a client’s service
- Lead and manages all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
- Plan and execute approved maintenance activities
- Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
Qualifications:
- Ability to communicate and work across different cultures and social groups
- Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurised environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey