Job Description
Job Description for Technical Support II – IT Operations Team
IT Infrastructure: –
Ensure that all internal and external audits are “SAT”
Ensure compliance of 99.99%
Actively participate in the ramp up/down/Sunset for all accounts and handover of seats to Business
There should not be any unused materials like empty cardboard/ wooden boxed/ monitor / CPU / phone etc lying in the datacenter & Hub Rooms
Open tickets report daily and need to ensure all older tickets > 1 days are acted upon and closed
Initiative to reduce repetitive tasks/tickets.
Proper incidents management and incident handling. Timely Notification and Escalations in case of High Sev Cases (Sev-1, 2 ,3)
Reduce Technical and Security Risks
Ensure Adherence to Concentrix policies and procedures
Customer VOC score of >/=9.
Ticket SLA (response and resolution)= 99.9%
Need to ensure that checklists, Playbooks, BC and DR tests are completed as per agreed frequency End to end Asset management (Procurement till Scrapping)
ECF clearance daily basis, should not be pending more than 24 Hrs
AST update daily basis, should not be pending more than 24 Hrs
Store inventory should be 100% updated all the times for inventoriable and non-inventoriable assets in the store.
All the computing devices (having HDD/CPU) should be cable locked or should be in-store only at all the times.
All the computing devices out of store should either be cable locked or should have accountability (in case out for testing/temporary requirement or reimaging).
Physical verification and acknowledgment for the assets returned by AHA staff on daily basis.
100% Inventoriable asset should have labelling pasted on it (having BAR code/QR code for machine-based reading).
Asset reconciliation – In Use/Store
Sharing Asset Inventory every week (AHA /B&M and in store)
Keeping a track of defective/damaged IT Asset and Inform IT Manager to initiate PO for repairing
Tracking the delivery of the materials after PO release and ensure that materials delivered with in the agreed timeline mentioned in the Quotation
Assets which are under Warranty, need to be repaired in 15 days’ time.
Maintaining the IT Store and ensure no orphan assets are lying in the NOC Room, Production Floor or any other area in the site
Proper dressing of all the installed assets in the Support & Production area
Tracking and Replying email with max TAT of 24hrs
Customer
Customer VOC score of >/=9.
Ticket SLA (response and resolution)= 100%
Meet all Contractual/ Non- Contractual/ Customer metric targets
Location:
IND Ranchi – Maru Building – 2F & 3F
Language Requirements:
Time Type:
Full time
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