Primary responsibility includes managing service desk, incident management and problem management of service management issues.
Maintain day today responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
Ensure the services support meets all the SLAs for service resolutions and support as defined in the contract.
Proactive problem identification and management and resolution by working with the Change manager.
Act as second level in escalation matrix for service support issues and incidents.
o Must possess regular full - time B.Tech./B.E/MCA from a premier/ reputed institute
o Industry accredited certifications like MCSE, CCNA or certifications on OEM productslike UNIX, Linux would be preferable
o Advanced certifications in Service Support such as ITIL v3,