Microland walk-in for Technical Support Manager

Company :Microland

Website :www.microland.co.in

Job Role :Technical Support Manager

Eligibility :Any Graduate

Experience :3 - 5 Years

Job Location :Bangalore

Walk-In Date :10 Oct - 14 Oct 2015

Walk-In Time :02:30 PM - 06:00 PM

Company Profile:
Microland"s Infrastructure Management Service (Desktop) is a time-tested and proven service offering focused on reducing your operational costs and ensuring maximized availability and performance of your IT. We have gained enormous process and operations maturity through a decade plus of experience in delivering onsite services to a host of customers across the globe. The experience gained from designing, building, and managing IT infrastructure solutions on heterogeneous platforms has been leveraged to provide this service to our global customer base.Job Description:
For Analyst- Incident

Ensure tickets closure within SLA, Timely acknowledgement, assignment & Queue management of tickets to team.
Rigorously following the escalation matrix.
Effectively planning and managing activities across multiple communities whilst under time pressure with an aptitude for driving issues through to resolution.
Take charge of critical situations and able to direct all parties towards efficient and effective delivery of IM process to a satisfactory outcome.
Driving the efficiency and effectiveness of the incident management process.
Monitoring the effectiveness of incident management and making recommendations for improvement.
Work on Bounce tickets to ascertain appropriate ownership is established with the relevant resolver group.
Effective interaction with onshore teams to ensure appropriate details are available related to high priority case.
Timely submission of daily/weekly/monthly productivity reports. Understand criticality and approach the right team to progress issues.
Ensuring ticket visibility and Improvements in End user satisfaction.
Maintain a general overview of the incident (keeping the focus on the restoration via a workaround).
Provide guidance and coordinate with several teams to solve complex issues.
Contact users for confirmation on resolution for issues reported and feedback of service.

For Analyst- Change

Responsible for handling the installation, troubleshooting in the relevant technology area.
Understanding technical terminology, Understanding roles of various components in infrastructure.
Should be able to understand the defined CM Processes and Procedures for appropriate Identification of the CI and conducting a routine pre-defined audit on each CI thus ensuring Verification and Status accounting of the CI.
Should be able to adhere to the CM Process to ensure timeliness, completion, effectiveness and accuracy of the change.
Should be able to co-ordinate with the other necessary components(Customer, Vendor, IM, PM etc) for effective and efficient implementation of the CM Process.
Host CAB & TRB (technical Review Board) meetings to review the change controls.
Carry out post implementation review will all parties to identify the learnings & root cause of change failures.Venue Details:
MicroLand Limited,
1B, Ecospace, Belandur,
Outer Ring Road, Bangalore 560 103.