Position: Escalation Management
Years of Experience: 8+ Years
Location: World Trade Center, Chennai.
ROLE AND RESPONSIBILITIES
· Create and Report on all major incidents.
· Must be able to provide incident management and war room.
· Must have worked with large IT landscape (i.e. multiple servers appx 100+) in his previous engagement.
· Good technical understanding of complex IT landscapes.
· Conduct daily calls with external partners.
· Proactive monitoring and escalation of all applications.
· War Room calls to be scheduled and conducted.
· Document all progress.
· Follow-up on critical items as per directions.
QUALIFICATION & REQUIRED SKILLSETS:
· Bachelor’s degree.
· Degree with computer science or related topic would be added advantage.
· Experience in 2nd level support for more than two consecutive years
· Experience in a ticket System (e.g. Jira);
· Experience in a documentation system (e.g. Confluence)
· Experience in Incident Management handling.
· Experience in support in a 2nd or 3rd level support position.
· Excellent communication skills.
PERSONAL ATTRIBUTES:
· Ability to work under pressure and prioritize tasks in a fast-paced environment.
· Strong teamwork and collaboration skills.
· Basic or end to end knowledge in Shipping Life cycle.
· Continuous learner who keeps up to date with technology trends and best practices.
· Attention to detail and a passion for resolving complex technical challenges.
ADDITIONAL NOTES:
· Preferably immediate Joining or a minimum of notice period.
· Ready to work in 24x7 shift, including night shifts.
· Willingness to work in perennial night shifts
· Ready to re-locate near office location in case staying away from office area
