Project Role :IT Customer Service Representative
Project Role Description :Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.
Management Level :11
Work Experience :2.5-4 years
Work location :Bengaluru
Must Have Skills :Good To Have Skills :Job Requirements :
Key Responsibilities : 1 Join customer and internal stakeholder calls for troubleshooting ongoing issues 2 Support Surge or high traffic events such as Black Friday and similar global events 3 Pro-active review/act on alerts through regular meetings with key internal stakeholders 4 Monitor/manage tickets queues eg Service Now, Jira, SPC, etc 5 Own ongoing issues and Root Cause Analysis reports 6 Patch and upgrade activities related to the platform, tools, infrastructure, compliance, security, etc 7:-SLA Management
Technical Experience : 1 Support the rollout activities of products in AWS scope 2 Contribute to process improvements and initiatives including RCAs, postmortems 3 Contribute to internal initiatives related to process, tools, and product improvements 4 Reporting – Pulling data via scripts/SQL, Jira, SNOW details, Power BI 5 Azure incidents including but not limited to Kubernetes incidents and upgrades, build, image, max threshold, Solr, subscription,user,clean-up log issues 6 Access request- Provide access to SAP
Professional Attributes : 1 Effective communication outstanding written, oral, visual, and listening 2 Adopt new requirements and Technology requirements
Educational Qualification : 15 Years
Additional Information : Strong AWS skill and should be able to provide 24 x 7 shift coverage on rotation,SLA Management,Repo
15 years of full time education
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