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Project Role :Application Tech Support Practitioner
Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Management Level :9
Work Experience :6-8 years
Work location :Hyderabad
Must Have Skills :Good To Have Skills :Job Requirements :
Key Responsibilities : 1:CIM will be responsible and accountable for end to end management of resolution process for critical and high priority incidents 2:Manage all P1/P2 critical incident calls without any escalations 3:Responsible to ensure that Service Levels are met for all critical incidents 4:Ensure effective and rapid response by resolver teams to all critical incidents 5:Effectively provide communication / updates to senior management, users and other stakeholders regarding the status of INCs 6:Reportin
Technical Experience : 1: Provide Post Incident Review timely inputs to problem management team for all the critical incidents for their further root cause analysis 2: Effectively coordinate activities between multiple functional teams to ensure adherence to Service Level requirements where multiple teams are needed to resolve a single incident and provide quality resolution to user and quick turnaround time 3: Provide guidance on Critical Incident Management to all functional teams and users 4: Manage escalations
Professional Attributes : 1: Self starter with proven ability to work independently 2: Good communication written and oral and interpersonal skills 3: Good organizational, multi-tasking, and time-management skills 4: High energy, personable, a sense of urgency and can-do attitude 5: Flexibility to work in 24/7 shifts
Educational Qualification : 1: Any Graduate
Additional Information : 1: Relevant ITSM certifications 2: AZ 900 Certification
15 years of full time education
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