Responsibilities: • Resolve the majority of complex configuration problems by troubleshooting and simulation. • Deep technical problem isolation and resolution capability • Strict adherence to the use of the ticketing system for ALL incidents, changes and problems. • Escalation to Vendor (Level 4) support when required to ensure Service Level Agreements are met. • Ability to correlate incident trends into problem management and execute permanent fixes. • Timely generation of customer facing incident reports (within 3 business days of incident) • Execute monthly patch management research, reports and implementation on system infrastructure. • Facilitate generation of monthly operational reports for presentation to customers. • Conduct regular live client support visits to maintain technical relationship, review operational reports, assess general IT infrastructure health, take deeper dives into outstanding technical issues, conduct trend analysis on top 5 failure modes and diagnose to full root cause corrective action. • Conduct regular technical meetings with clients to address any trends or outstanding systemic issues • Provide lab simulation and interoperability and compatibility testing for new builds • Define an action plan for troubleshooting / resolution • Analyze troubleshooting techniques output, diagnose problems remotely • Test in lab before deployment of possible fix • Must maintain the highest level of industry certification and knowledge. • Ability to architect, build, maintain, and enhance our current managed service offerings and infrastructure. • Act as a sales overlay by providing input and support to sales for opportunities (RFP responses, prospect meetings, information gathering sessions)
Gurgaon
Application Form
Work
Culture
Team
Open Positions