Specialist

Job Description (Posting).

Operative responsibility for incident management and problem management / Root cause analysis. Identify solutions which support business process maturity or improvement Oversee and prioritize operations activities for his/her shift and coordinate (company and contractors) work to meet operational up-time requirements, incident resolution timeframes, and problem management.

Lineside: Track and report on spare parts status (including coordination with General Stores when necessary) Ensure operational availability (uptime) and integrity of supported equipment and applications. Lineside: Monitoring of IT Manufacturing network, servers, clients, and other IT manufacturing infrastructure. Support the implementation and tracking of Client System Updates, Client health status, Endpoint encryption Deskside:

Support AV equipment and Telecom systems Support Asset Lifecycle Support system hosts device backup processes & imaging technologies where applicable. Escalation of issues to appropriate internal/external support groups when necessary. Maintain systems through ensuring all systems are properly named, labeled, have up to date AV definitions, properly patched, are part the domain, and are in working order. Overall, ensure all meet company specification criteria (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