Shift Lead
- AgreeYa Solutions
- 4 - 7 Years
- Noida, Gurugram
- 3 years ago
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Job Description
Job Description
Role/Project Description:- Shift Lead
Experience:- 4-7 Years
Job Location:- Noida
Essential Skills
- 24x7 monitoring of alerts, on-call escalation, opening bridges.
- CIM - Critical Incident management, coordinating bridges, engaging resources, sending out and tracking updates of P1 incidents.
- Management and oversight of offsite team from a Staff availability during P1/P2 issues, escalation management.
- Produce reports and validation of SLA adherence on availability, System Performance, Problem tracking, etc.
- Must have experience in Global Service Desk Management
- Provide MS OS/Hardware/VPN/Network related solutions to end-user via Telephone/Email/Chat
- Must have knowledge of ITSM tools (SNOW, EasyVista, Remedy) and ITSM processes like
- Incident Management, Service Request Management, Change Request Management, SLA management, Call handling KPIs
Pre-screening Questions:
- Candidate must be agreed to work in 24*7 rotational shift mode.
- Candidate must not have more then 1.5 month notice period.
- Experience in handling Team of min. 10 resources.
- Candidate must have experience in Avaya Telephony handling solution.
- Do you have experience in handling global customer (Specially US)
- Do you have experience in giving Technical Support to US users via Telephone on Windows 8, Windows 10, Internet Explorer, Laptop/Desktop issues, Mobile device management
- Do you have experience in ITIL practices like SLA, Incident management, Change Request Management, Service Request Management
- Do you have experience with ITSM Tool like SNOW, EasyVista
Nice to have skills (Not Mandatory)
. MS Windows OS, Server OS, Data Centre, Server Hardware, Networks, Monitoring Tools like Solarwind, SCOM, Tidal
Important Note:
Positions will be filled based on Mandatory requirements only
Work on a requisition will only start after the Function Head's approval
Job description & suggested KRA
. Experience in providing technical support in IT Infrastructure services and End-user computing
. Must have experience in Monitoring Tools
. Must have experience in ITSM Tools like ServiceNow, EasyVista, Remedy.
. Must have good communication skills (English language)
. Must have good English writing skills
. Must have experience in handling Global customers
. Must have cross culture competencies
Demands/Understanding must ask during screening call:-
- Covidshield Vaccinations.
- Open for 24*7 support model(Specially night).
- US HB1 Visa.
Employement Category:
Employement Type: Full timeIndustry: IT
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Shift Lead
Contact Details:
Company: Agreeya SolutionsLocation(s): Noida, Gurugram
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AgreeYa Solutions
AgreeYa Solutions is a global provider of software, solutions, and services focused on deploying business-driven, technology-enabled solutions that create next-generation competitive advantages for customers. Headquartered in Folsom, California, Agreeya is a global provider of software solutions and...
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