2-8 years of total experience in service desk operation or in IT in a Shared Services operations Support.

Provide technical advice on L1 Incidents or Requests across 1 or more specialized areas of Portal/application, proactively enhance system capacity and asset type with the objective of ensuring efficient operations of applications and meet customer needs. Involved in proactive & reactive Application & performance monitoring & troubleshooting in co-ordination with system admins and respective support teams. Ability to understand troubleshooting scripts & tools, quickly decipher application & OS logs. Easily co-relate logs, admin console outputs, OS processes, OS tools, DB tools, etc. Ability to understand in web languages such as PHP, Java, REST/SOAP JSON/XML should have some experience using infrastructure automation tools like Puppet, Jenkins Knowledge on Jira, Service now, Power BI and Qlik Sense is highly desirable. Educational Qualification : IT/Telecom Engineers with the following Skills: Knowledge any / multiple of the following is desirable: Docker Kubernetes Microservices Key cloak API Angular JS Linux HTML Portal/Application Support & Telco experience is a plus;

Accountabilities :

1. Ensure efficient and effective technical customer service as per SLAs.
2.Manage Technical Support team (helpdesk) and operations of escalation desk/tickets for all issues.
3.Review L2/L3 incidents/requests and ensure resolution efficiency to ensure smooth operation and maintenance of application component
4.Ability to quickly & effectively do a RCA for production issues
5.Driving Automation, AI and digital transformation Initiatives within Service Desk team and in alignment with Organization Goals.

KPI :

Adhere to Run book Steps for Issue Resolution. Adhere to SLA Interact with stakeholders inside and complete end to end resolution of tickets raised by Customers.