Job Title: Command Center Engineer
Duties and Responsibilities:
Monitor Links / HW in terms of performance (cpu, memory), bandwidth utilization & capacity.
Daily checklist to be followed
L1 Basic Troubleshooting/Carry out as per defined process.
Follow site specific escalation matrix - Timely escalations to next level
Track alerts till closure
Quality & timely Updates to respective key holders, Min 20 genuine calls per day
Alerts must be pro-actively monitored
100% of genuine the alerts to be escalated with in SLA
Accuracy in the CI, Priority and Location details in the Call/ Mail
CI data should be available in central repository
% of ratings >= 6(on 7 point scale)
Customer appreciation
Genuine alerts should be logged in Remedy
Alert reduction for the customers
Availability on Desk
Ensure all the leaves are planned well in advance, supervisor is informed & same is applied on the leave portal
Adhering to the shift roaster and ensuring availability in office on business requirement
Process compliance Shift Handover
Prepare SOP's for Command Center
Suggest at least one SIP (operational/Technical improvement area -specific to customer)
100% of Genuine alerts logged in Remedy.
Attend the technical discussion forum
Self Training- No. of training days spent per year
Actively Participate in E-Learning program
Achieve next level certification on primary product line and at least basic on the secondary as validated by Practice head in TSG. Minimum of 1 principal certifications in the year
Qualifications:
Problem Solving
Self Confidence
Customer Service Orientation
Oral And Written Communication
Flexibility
Building And Maintaining Relationships
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.
4. Include the job title and/or reference number in the subject line of the email address and send your application by email to wiprojobs@nftconsult.com.
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.
