Our client Wipro focuses on the IT services & BPO business, and is one of the world’s leading software and outsourcing service providers. Wipro is seeking to recruit a result driven and motivated individual for the vacancy above:
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 [email protected] .
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly
Deadline: 21st Sept 2012