Associate

Job Description (Posting).

2+ Years supporting event monitoring is preferred. Hands-on experience with the following:o Alert monitoring tool experience required.

HP Open View Operations SolarWinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.o Application monitoring experience, SAP Monitoring preferred. (Tools SolMan, CA Wily)o ITSM tool experience. HP SM7, HP Service Desk preferred. Others accepted o Knowledge of Batch Job scheduling tools preferred (SAP, Redwood, Tivoli Batch Job Scheduling, etc.)o Telecommunication Equipment Knowledge (Radio, Wireless Networks, IT communication Tower Hardware (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